[Remote] Customer Experience Get Journey Manager at Brightseed

Charlotte, North Carolina, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

6+ years in product/CX/operations with order-to-install or field/last-mile journey ownership
Fluency in ops & funnel analytics (dispatch/route, IVR, ticketing; SQL/BI a plus) and conversational/IVR analytics
Experience applying AI/automation to scheduling, routing, prediction, agent-assist, and proactive support
Strong cross-functional leadership with Field/Network/IT; crisp communicator; 80/20 decision-maker under time pressure
Customer-obsessed, operationally rigorous, data- and AI-informed, systems thinker, bias for action, collaborative, change leader

Responsibilities

Define the Get/Install + 90-day vision and north-star metrics (e.g., OTD/ODD%, RFT, pre-install cancels, early-tenure NPS/churn)
Build a 12–18-month roadmap with clear hypotheses and success metrics across scheduling, technician dispatch, self-install, activation, and onboarding
Maintain a prioritized backlog based on quantified losses (e.g., long intervals, tech no-shows, repeat truck rolls)
Lead agile ceremonies and iterative delivery with Field Ops, Network, Engineering, CX, Care, Logistics, and E-commerce
Run A/B tests, geo-cell pilots, and feature flags—including AI-assisted capabilities—to de-risk and scale improvements
Use VoC/VoA, dispatch data, route telemetry, session replays, and ticket analytics to diagnose issues
Build dashboards for install intervals, OTD/ODD, RFT, self-install success, Day-0 activation, and 30/60/90-day stability
Partner with Data/ML to deploy predictive models and trigger proactive interventions
Coordinate with Field Ops, Network, CX/Retention, Care, Logistics, Marketing, IT, and E-commerce to ensure readiness and alignment
Finalize playbooks, disclosures, and training before launch; monitor KPIs post-launch
Set OKRs and publish bi-weekly progress updates
Tie improvements to business value (e.g., cancels↓, repeats↓, CPGA↓, NPS↑, churn↓) and validate via control/readouts

Skills

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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