Customer Experience Get Journey Manager

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

We’re seeking a strategic and operationally rigorous Customer Experience Get Journey Manager to lead the end-to-end Get/Install experience from order capture and scheduling through technician/self-install, activation, and the first 90 days of service. Your role is critical to delivering a fast, reliable, and transparent onboarding experience that sets clear expectations, ensures right first-time installs, and stabilizes service early in the customer lifecycle.

Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery across field operations, scheduling, activation, and early-tenure support. Your work will directly impact key business outcomes including lower cancels, higher NPS, reduced repeat contacts, and improved CPGA and cost-to-serve.

As a Customer Experience Get Journey Manager, your duties and responsibilities will include:

Journey Strategy & Roadmap

• Define the Get/Install + 90-day vision and north-star metrics (e.g., OTD/ODD%, RFT, pre-install cancels, early-tenure NPS/churn)
• Build a 12–18-month roadmap with clear hypotheses and success metrics across scheduling, technician dispatch, self-install, activation, and onboarding

Backlog Ownership & Delivery

• Maintain a prioritized backlog based on quantified losses (e.g., long intervals, tech no-shows, repeat truck rolls)
• Lead agile ceremonies and iterative delivery with Field Ops, Network, Engineering, CX, Care, Logistics, and E-commerce
• Run A/B tests, geo-cell pilots, and feature flags—including AI-assisted capabilities—to de-risk and scale improvements

Customer & Data Insight

• Use VoC/VoA, dispatch data, route telemetry, session replays, and ticket analytics to diagnose issues
• Build dashboards for install intervals, OTD/ODD, RFT, self-install success, Day-0 activation, and 30/60/90-day stability
• Partner with Data/ML to deploy predictive models and trigger proactive interventions

Cross-Functional Collaboration

• Coordinate with Field Ops, Network, CX/Retention, Care, Logistics, Marketing, IT, and E-commerce to ensure readiness and alignment
• Finalize playbooks, disclosures, and training before launch; monitor KPIs post-launch

Governance & Impact

• Set OKRs and publish bi-weekly progress updates
• Tie improvements to business value (e.g., cancels↓, repeats↓, CPGA↓, NPS↑, churn↓) and validate via control/readouts

WHAT IT TAKES TO CATCH OUR EYE:

• 6+ years in product/CX/operations with order-to-install or field/last-mile journey ownership.
• Fluency in ops & funnel analytics (dispatch/route, IVR, ticketing; SQL/BI a plus) and conversational/IVR analytics
• Experience applying AI/automation to scheduling, routing, prediction, agent-assist, and proactive support
• Strong cross-functional leadership with Field/Network/IT; crisp communicator; 80/20 decision-maker under time pressure

CORE COMPETENCIES:

• Customer-obsessed
• Operationally rigorous
• Data- and AI-informed
• Systems thinker
• Bias for action
• Collaborative
• Change leader

TOOLS YOU WILL USE:

• Workforce/Dispatch: WFM, route optimization, tech apps
• CX/Support: CRM, agent-assist AI, knowledge management
• Analytics: Looker/Tableau, GA4/Adobe, A/B testing platforms
• Telemetry/Proactive: outage detection, device telemetry, session replay
• E-commerce/Scheduling: appointment APIs, catalog/order orchestration

12-MONTH OUTCOME TARGETS EXAMPLE:

• Install Interval: −20–30% average interval; increase “soonest slot” availability
• On-Time Completion: +8–12 pts OTD/ODD
• Right-First-Time: +10–15 pts RFT; −20–30% repeat truck rolls
• Pre-Install Cancels: −20–30%
• Self-Install Success: +10–20 pts
• Early Tenure: +8–12 pts NPS; −15–25% churn; −15–25% repeat contacts

CORE KPIs:

• Scheduling & Field: Offered vs. accepted slots, average interval, OTD/ODD%, reschedule rate, no-access %, RFT, repeat-truck %, self-install success, tech arrival variance
• Quality & Risk: Mis-qualification rate, worktype accuracy (aerial/buried), CPE readiness, outage days in first 90, ticket reopen rate
• CX & Service: Welcome call/sequence completion, FCR, repeat contacts, AHT (as relevant), IVR/chat containment, proactive comms engagement
• Business: Pre-install cancel rate, Day-0 activation rate, early-tenure churn %, CPGA, cost-to-serve (first 90 days), first-30/60/90-day NPS/CSAT

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WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Inclusion and belonging are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process. 

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice