Brightspeed

Digital Base Management Manager

Brightspeed

full-time

Posted on:

Location Type: Remote

Location: North Carolina • United States

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About the role

  • Owns the vision, roadmap, and performance of digital self-service experiences for broadband customers, including account management, Wi-Fi management, and online support capabilities
  • Leads the development and optimization of personalized eCommerce journeys that drive speed upgrades, value-added service adoption, and retention outcomes across authenticated customer channels
  • Partners with Marketing Base Management and CRM teams to align lifecycle strategies, offers, and messaging with digital execution and personalization capabilities
  • Uses customer insights, behavioral data, and experimentation to continuously improve conversion, engagement, and customer satisfaction across self-service touchpoints
  • Establishes and tracks performance against key KPIs including churn reduction, ARPU growth, value-added service attach rates, and Net Promoter Score (NPS)
  • Exercises independent judgment to prioritize initiatives, balance customer experience with commercial goals, and make data-informed decisions on roadmap tradeoffs and enhancements

Requirements

  • Bachelor’s degree in business, marketing, information systems, digital commerce, or a related field
  • Minimum of 5 years of experience in eCommerce, digital product management, or base/customer lifecycle management
  • Minimum of 3 years of experience driving customer-facing digital experiences tied to revenue, retention, or customer satisfaction outcomes
  • Experience with authenticated eCommerce or self-service platforms
  • Working knowledge of CRM, personalization, and digital analytics tools
  • Strong understanding of customer lifecycle management, upsell, cross-sell, and retention strategies
  • Ability to analyze performance metrics and translate insights into actionable improvements
  • English — required
  • Additional languages — preferred but not required
Benefits
  • Competitive medical, dental, vision, and life insurance
  • Employee assistance program
  • 401K plan with company match
  • Comprehensive benefit program including wellness programs
  • Paid time off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
eCommercedigital product managementcustomer lifecycle managementdigital analyticsperformance metrics analysisconversion optimizationcustomer satisfaction improvementdata-informed decision makingKPI trackingpersonalization strategies
Soft Skills
independent judgmentprioritizationcustomer experience focuscommercial goal alignmentcollaborationcommunicationanalytical thinkingstrategic thinkingproblem-solvingadaptability
Certifications
Bachelor’s degree in businessBachelor’s degree in marketingBachelor’s degree in information systemsBachelor’s degree in digital commerce