Full-Time Customer Experience Support Journey Manager
Brightspeed is hiring a remote Full-Time Customer Experience Support 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 Support 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 customer-obsessed, empathetic, and data-informed Customer Experience Support Journey Manager to lead the Help journey. 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. Your work will directly impact first-contact resolution (FCR), repeat contacts, save rates, complaint volume, and win-back conversion.
Duties and Responsibilities:
- Journey Strategy & Roadmap: Define the Help journey vision and north-star metrics. Build a 12–18-month roadmap.
- Backlog Ownership & Delivery: Maintain a prioritized backlog based on quantified losses. Lead agile ceremonies and iterative delivery. Run A/B tests, pilots, and feature flags.
- Customer & Data Insight: Use VoC/VoA, conversational analytics, QA scores, outage telemetry, ticket/case logs, and billing/RMA data to diagnose issues. Build dashboards. Partner with Data/ML to deploy predictive models.
- Cross-Functional Collaboration: Work with various departments to ensure readiness and alignment. Finalize scripts, disclosures, playbooks, and training before launch; monitor KPIs post-launch.
- Governance & Impact: Set OKRs and publish bi-weekly progress updates. Tie improvements to business value and validate via control/readouts.
What It Takes To Catch Our Eye:
- 6+ years in product, CX, or operations with support and/or retention journey ownership.
- Strong fluency in conversational analytics, QA systems, ticketing workflows, billing/credits; SQL/BI a plus.
- Experience deploying AI/automation in triage, agent-assist, QA insights, and proactive support.
- Proven cross-functional leadership and crisp communication skills.
Core Competencies:
- Customer-obsessed, Empathetic & outcomes-driven, Data- & AI-informed, Systems thinker, Bias for action, Collaborative, Compliant & ethical by design
Skills
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Customer Experience Support 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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