Customer Experience Join Journey Manager

We’re seeking a commercially savvy, customer-obsessed Customer Experience Join Journey Manager to lead the Join (Learn & Buy) experience rom service eligibility and plan selection through checkout, appointment scheduling, and handoff to install. You will be critical to delivering a frictionless buying experience that drives higher conversion, lower CPGA, fewer pre-install cancels, and stronger early-tenure satisfaction.

Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery across digital, telesales, retail, and partner channels. Your work will directly impact qualified traffic, quote-to-order conversion, appointment set rates, and early NPS.

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

Journey Strategy & Roadmap

• Define the Join journey vision and north-star metrics (e.g., Sales per 100 OFS, CVR, CPGA, pre-install cancels)
• Build a 12–18-month roadmap across eligibility, offer clarity, checkout optimization, appointment scheduling, and sales routing

Backlog Ownership & Delivery

• Maintain a prioritized backlog based on funnel losses (e.g., eligibility fails, checkout drop-offs, routing leakage)
• Lead agile ceremonies and iterative delivery with Design, Engineering, E-commerce, Sales Ops, and Care
• Run A/B tests, pilots, and feature flags—including AI-powered features—with clear success criteria

Customer & Data Insight

• Use VoC/VoA, web/app analytics, session replays, IVR telemetry, and operational logs to diagnose friction
• Build dashboards for LQS→sales, funnel drop-offs, time-to-complete, appointment set vs. kept, and cancel intent signals
• Partner with Data/ML to deploy propensity models and early cancel-risk detection

Cross-Functional Collaboration

• Partner with E-commerce on experimentation, content/UX, and conversion guardrails
• Align with Marketing (SEO/SEM, retargeting), Sales (scripts, SPIFs), IT (catalog, payments), and Field Ops (capacity windows)
• Drive enablement: AI-informed scripts, seller training, knowledge articles, and compliance updates

Governance & Impact

• Set OKRs and publish bi-weekly progress updates
• Tie improvements to business value (conversion↑, CPGA↓, cancels↓, ROAS↑) and validate via control/readouts

WHAT IT TAKES TO CATCH OUR EYE:

• 6+ years in product, CX, e-commerce, or sales journey ownership with proven funnel optimization
• Strong fluency in funnel analytics, experimentation, and conversational/IVR analytics; SQL/BI a plus
• Experience deploying AI/automation in buyer and agent workflows
• Proven cross-functional leadership and crisp communication skills

CORE COMPETENCIES:

• Customer-obsessed
• Commercially savvy
• Data- & AI-informed
• Systems thinker
• Bias for action
• Collaborative
• Change leader

TOOLS YOU'LL USE:

• GA4/Adobe
• Looker/Tableau
• Feature flags/A-B platforms
• CMS/PIM & offer engines
• Checkout & payments
• Agent-assist/gen-AI
• IVR/chat orchestration
• RPA/workflow automation
• Session replay
• SEO/SEM toolset

12-MONTH OUTCOME TARGETS EXAMPLES:

• Qualified → Order Conversion: +15–25% overall; +25–40% in under-penetrated segments
• CPGA: −10–20% via funnel gains and channel mix
• Pre-Install Cancels: −20–30% through better expectation-setting, scheduling, and save-on-pending flows
• Appointment Set & Kept: +10–15% set; +5–10% kept via capacity alignment and reminders
• Early-Tenure NPS (30 days): +8–12 pts

CORE KPIs:

• Top-of-funnel LQS
• Eligibility pass rate
• Quote→Order CVR
• Checkout drop-off
• Payment/credit pass rate
• Time-to-complete
• % eligible calls/chats routed to sales
• IVR/chat containment to seller
• Appointment set/kept
• Misqualification rate
• Disclosure compliance
• Fraud/spam deflection
• Sales per 100 OFS
• Pre-install cancel rate
• CPGA
• First-30-day NPS

#LI-SS1

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