Full-Time Customer Experience Enjoy Journey Manager
Brightspeed is hiring a remote Full-Time Customer Experience Enjoy Journey Manager. The career level for this job opening is Manager and is accepting Charlotte, NC based applicants remotely. Read complete job description before applying.
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Brightspeed
Job Title
Customer Experience Enjoy Journey Manager
Posted
Career Level
Full-Time
Career Level
Manager
Locations Accepted
Charlotte, NC
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Job Details
We’re looking for a strategic, data-driven Customer Experience Enjoy Journey Manager to lead the in-life customer experience for our Enjoy service. You will be central to delivering a seamless, transparent, and flexible experience. Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery. You’ll work across teams to eliminate friction, deploy AI-powered solutions, and measure impact through clear KPIs.
As a Customer Experience Enjoy Journey Manager, your duties and responsibilities will include:
Journey Strategy & Roadmap
Backlog Ownership & Delivery
Customer & Data Insight
Cross-Functional Collaboration
Governance & Impact
WHAT IT TAKES TO CATCH OUR EYE:
As a Customer Experience Enjoy Journey Manager, your duties and responsibilities will include:
Journey Strategy & Roadmap
- Define the Enjoy vision and north-star metrics.
- Build and maintain a 12–18-month roadmap.
Backlog Ownership & Delivery
- Maintain a prioritized backlog based on quantified customer pain points.
- Lead agile ceremonies and iterative delivery.
- Run A/B tests, pilots, and feature flags—including AI-powered features—with clear success criteria.
Customer & Data Insight
- Use VoC/VoA, app/IVR analytics, telemetry, billing logs, and trouble tickets to diagnose issues.
- Build dashboards.
- Partner with Data/ML to deploy predictive models and trigger proactive care.
Cross-Functional Collaboration
- Align with various teams.
- Ensure readiness for change with updated disclosures, agent playbooks, and KPI baselines.
Governance & Impact
- Set OKRs and publish bi-weekly progress updates.
- Tie improvements to business value.
WHAT IT TAKES TO CATCH OUR EYE:
- 6+ years in product, CX, or operations—telecom or in-life/billing experience preferred
- Strong fluency in analytics, billing/payment systems, and conversational/IVR tools
- Experience deploying AI/automation in production workflows
- Proven cross-functional leadership and crisp communication skills
Skills
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Customer Experience Enjoy Journey Manager at Brightspeed is
5th of November 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
Charlotte, NC
] applicants. .
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