Digital Customer Experience Manager

Job not on LinkedIn

🔥 0 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Brightspeed

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2022

💼 Consulting

📦 Logistics

📡 Telecommunications

💰 $500M Private Equity Round on 2023-05

Consulting • Logistics • Telecommunications

Brightspeed is a fiber internet service provider that offers high-speed internet plans with no annual contracts or termination fees. They offer a variety of plans, including a 2 Gig plan for effortless streaming, gaming, video calling, and uploading and downloading, a 1 Gig plan for multiple high-bandwidth users, a 500 Mbps plan for HD streaming and competitive gaming, and a 200 Mbps plan for small households. Brightspeed emphasizes providing fast and reliable internet with transparent pricing, and they are focused on expanding connectivity to underserved areas. They offer special promotions such as three months of free service for new fiber customers.

📋 Description

• Support execution of the strategy and roadmap for authenticated and unauthenticated digital customer experiences across web and mobile applications • Optimize account management, billing and payments, speed upgrades, value-added services, Wi-Fi management, digital support, and online self-service experiences • Identify customer friction, performance gaps, conversion opportunities, and ways to improve customer effort and engagement • Develop actionable digital experience requirements for go-to-market initiatives, business requests, enhancements, and optimization opportunities • Translate customer needs, behavioral insights, and journey friction points into experience problems, requirements, and recommendations • Partner with UX/UI teams to design intuitive, engaging, and accessible customer experiences • Use Google Analytics, FullStory, and similar platforms to analyze customer behavior, journey friction, trends, and conversion opportunities • Lead A/B and multivariate testing, personalization, segmentation, and offer optimization • Develop hypotheses, establish success metrics, measure results, and scale improvements • Monitor and improve KPIs including digital revenue, upgrade conversion, digital attach rate, ARPU growth, self-service utilization, task completion rate, customer effort, NPS, churn reduction, and digital support deflection • Support KPI dashboards and data stories using Looker, Power BI, and similar tools • Work in Agile development environments to translate business requirements into executable digital initiatives • Partner with Product, Engineering, Analytics, IT, CRM, Marketing, and Customer Care teams • Report to the Digital Base Management Lead • Perform other duties as assigned

🎯 Requirements

• Bachelor’s degree in Business, Marketing, Digital Commerce, Information Systems, or a related field • Minimum of 5 years of experience in eCommerce, digital product management, website/app optimization, customer experience, or customer lifecycle/base management • Minimum of 3 years of experience driving customer-facing digital experiences tied to revenue, retention, conversion, or customer satisfaction outcomes • Experience managing or optimizing authenticated digital, eCommerce, or customer self-service experiences • Experience working in Agile development environments and partnering with technical and product teams • Strong understanding of digital customer experience, eCommerce, customer lifecycle management, and self-service strategies • Ability to translate customer needs, behavioral insights, and business objectives into digital strategies, roadmaps, and actionable requirements • Knowledge of upsell, cross-sell, retention, personalization, and customer engagement strategies • Experience using Google Analytics, FullStory, or similar digital analytics and behavioral tools • Experience with A/B testing, multivariate testing, segmentation, and personalization • Working knowledge of CRM, personalization, and marketing technology platforms • Ability to analyze complex performance data and translate insights into actionable strategies and measurable improvements • Experience developing and monitoring digital KPIs, dashboards, and performance reporting using Looker, Power BI, or similar business intelligence platforms • Understanding of UX/UI principles and customer journey optimization • Cross-functional collaboration and stakeholder management skills • Strategic thinking, problem-solving, prioritization, and decision-making capabilities • Excellent written and verbal communication skills in English

🏖️ Benefits

• Competitive compensation • Comprehensive medical, dental, vision, and life insurance • Employee assistance program • 401K plan with company match • Voluntary benefits • Paid time off programs • Wellness support promoting physical, emotional, and financial health • Remote, hybrid, office, or field-based work arrangements depending on the position, business needs, and individual circumstances • Technology enabling team connectivity • Occasional travel based on business needs