[Remote] Customer Experience Enjoy Journey Manager at Brightseed

Charlotte, North Carolina, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TelecommunicationsIndustries

Requirements

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

Responsibilities

Define the Enjoy vision and north-star metrics (e.g., repeat-contact rate, bill-related contacts, upgrade attach rate, churn)
Build and maintain a 12–18-month roadmap across service performance, billing clarity, payments, and plan-change flows
Maintain a prioritized backlog based on quantified customer pain points
Lead agile ceremonies and iterative delivery with Engineering, Billing, Digital, and CX teams
Run A/B tests, pilots, and feature flags—including AI-powered features—with clear success criteria
Use VoC/VoA, app/IVR analytics, telemetry, billing logs, and trouble tickets to diagnose issues
Build dashboards for Wi-Fi satisfaction, bill comprehension, payment success, and plan-change conversion
Partner with Data/ML to deploy predictive models and trigger proactive care
Align with Network/Ops, Billing/Finance, Digital/E-commerce, Care/Retention, IT/Engineering, Legal, and Training
Ensure readiness for change with updated disclosures, agent playbooks, and KPI baselines
Set OKRs and publish bi-weekly progress updates
Tie improvements to business value (e.g., cost-to-serve↓, upgrades↑, delinquency↓, NPS↑)

Skills

Key technologies and capabilities for this role

Customer Journey ManagementRoadmap DevelopmentBacklog PrioritizationKPI AnalysisNPS OptimizationChurn ReductionAI ImplementationCross-functional CollaborationBilling OptimizationPayments Processing

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position.

What is the salary range for this role?

This information is not specified in the job description.

What experience is required for this Customer Experience Enjoy Journey Manager role?

Candidates need 6+ years in product, CX, or operations roles.

What does the company culture at Brightspeed emphasize?

Brightspeed focuses on reimagining customer experiences with fast, reliable internet, upgrading to fiber optics, and delivering best-in-class service in underserved markets.

What makes a strong candidate for this role?

A strong candidate will have 6+ years in product, CX, or operations, with strategic, data-driven skills to lead journey roadmaps, backlog delivery, and cross-functional collaboration.

Brightseed

AI platform for discovering health-boosting compounds

About Brightseed

Brightseed discovers beneficial compounds in nature that can enhance human health using artificial intelligence. Their Forager® platform identifies bioactive compounds—small molecules from plants and microbes that positively affect biological functions. They also offer Brightseed™ Bio Gut Fiber, which contains bioactives that support gut health. By partnering with companies, Brightseed provides insights into bioactives and their health benefits, aiming to unlock the potential of these compounds.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$123.8MTotal Funding

GRANTCompany Stage

AI & Machine Learning, HealthcareIndustries

51-200Employees

Benefits

Hybrid work flexibility

Medical, dental, & vision

Unlimited PTO

Life insurance

EAP

401(k) plan

Mental health platform

Employee discounts

Cell phone & commuter costs

Parental leave

Risks

Increased competition from established brands like Centrum in the bioactive market.

Over-reliance on partnerships like Manitoba Harvest could limit market reach.

Regulatory scrutiny poses challenges as Brightseed expands in the health and wellness sector.

Differentiation

Brightseed uses AI to discover bioactives, accelerating discovery from years to months.

Forager® A.I. maps bioactives to health outcomes with unprecedented accuracy and speed.

Brightseed's Bio Gut Fiber is made from upcycled hemp hulls, appealing to eco-conscious consumers.

Upsides

Growing consumer interest in personalized nutrition boosts demand for Brightseed's bioactive products.

Rising gut health awareness increases demand for Brightseed's gut health-focused bioactives.

Regulatory support for bioactives in supplements facilitates Brightseed's market expansion.

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