Customer Experience Support Journey Manager

Customer Experience Support 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're looking for a customer-obsessed, empathetic, and data-informed Customer Experience Support Journey Manager to lead the Help journey spanning support (self-service and assisted) and leave (cancellation, returns, final bill, and win-back). You will be central to delivering fast, definitive, and respectful resolution experiences that reduce churn, improve satisfaction, and lower cost-to-serve.

Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery across support surfaces, retention flows, billing, and returns. Your work will directly impact first-contact resolution (FCR), repeat contacts, save rates, complaint volume, and win-back conversion.

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

Journey Strategy & Roadmap

• Define the Help journey vision and north-star metrics (FCR, repeat-contact rate, containment, save rate, complaint rate, churn / win-back, cost-to-serve, NPS / CSAT)
• Build a 1218-month roadmap across proactive support, intelligent routing, agent-assist, cancel / return flows, final bill transparency, and win-back

Backlog Ownership & Delivery

Customer & Data Insight

Cross-Functional Collaboration

Governance & Impact

WHAT IT TAKES TO CATCH OUR EYE :

CORE COMPETENCIES :

TOOLS YOU'LL USE :

12-MONTH OUTCOME TARGETS EXAMPLE :

Core KPIs :