Customer Experience Team Lead
jobs.com
Customer Experience Journey Manager
Brightspeed
full-time
Posted on:
Location Type: Remote
Location: Remote • North Carolina • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- Lead the Join (Learn & Buy) experience from service eligibility and plan selection through checkout, appointment scheduling, and handoff to install.
- Own the roadmap, backlog, and cross-functional delivery across digital, telesales, retail, and partner channels.
- Define the Join journey vision and north-star metrics (e.g., Sales per 100 OFS, CVR, CPGA, pre-install cancels).
- Maintain a prioritized backlog based on funnel losses (e.g., eligibility fails, checkout drop-offs, routing leakage).
- Build dashboards for LQS→sales, funnel drop-offs, time-to-complete, appointment set vs. kept, and cancel intent signals.
Requirements
- 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
Benefits
- Competitive medical, dental, vision, and life insurance
- Employee assistance program
- 401K plan with company match
- Comprehensive benefit program
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
funnel optimizationfunnel analyticsexperimentationconversational analyticsIVR analyticsSQLbusiness intelligenceAI deploymentautomation
Soft skills
cross-functional leadershipcommunication
