Customer Experience Get Journey Manager

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 realitydesigning and building a world-class fiber network and creating a customer experience second to none.

We are 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 :

• 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 1218-month roadmap with clear hypotheses and success metrics across scheduling, technician dispatch, self-install, activation, and onboarding
• 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 flagsincluding AI-assisted capabilitiesto de-risk and scale improvements
• 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
• 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
• 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