[Remote] Customer Experience Join Journey Manager at Brightseed

Charlotte, North Carolina, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, BroadbandIndustries

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
Core competencies: Customer-obsessed, Commercially savvy, Data- & AI-informed, Systems thinker, Bias for action, Collaborative, Change leader
Proficiency with tools: GA4/Adobe, Looker/Tableau, Feature flags/A-B platforms, CMS/PIM & offer engines, Checkout & payments, Agent-assist/gen-AI, IVR/chat orchestration, RPA/workflow automation, Session replay, SEO/SEM toolset

Responsibilities

Define the Join journey vision and north-star metrics (e.g., Sales per 100 OFS, CVR, CPGA, pre-install cancels)
Build a 12–18-month roadmap across eligibility, offer clarity, checkout optimization, appointment scheduling, and sales routing
Maintain a prioritized backlog based on funnel losses (e.g., eligibility fails, checkout drop-offs, routing leakage)
Lead agile ceremonies and iterative delivery with Design, Engineering, E-commerce, Sales Ops, and Care
Run A/B tests, pilots, and feature flags—including AI-powered features—with clear success criteria
Use VoC/VoA, web/app analytics, session replays, IVR telemetry, and operational logs to diagnose friction
Build dashboards for LQS→sales, funnel drop-offs, time-to-complete, appointment set vs. kept, and cancel intent signals
Partner with Data/ML to deploy propensity models and early cancel-risk detection
Partner with E-commerce on experimentation, content/UX, and conversion guardrails
Align with Marketing (SEO/SEM, retargeting), Sales (scripts, SPIFs), IT (catalog, payments), and Field Ops (capacity windows)
Drive enablement: AI-informed scripts, seller training, knowledge articles, and compliance updates
Set OKRs and publish bi-weekly progress updates
Tie improvements to business value (conversion↑, CPGA↓, cancels↓, ROAS↑) and validate via control/readouts

Skills

Key technologies and capabilities for this role

Customer Journey ManagementRoadmap DevelopmentBacklog PrioritizationCross-Functional DeliveryConversion OptimizationMetrics AnalysisDigital SalesTelesalesRetail OperationsNPS Optimization

Questions & Answers

Common questions about this position

Is this position remote?

Yes, the position is fully remote.

What is the salary or compensation for this role?

This information is not specified in the job description.

What key skills are required for the Customer Experience Join Journey Manager role?

Key skills include journey strategy and roadmap development, backlog ownership with agile ceremonies, data analysis using VoC/VoA and analytics, A/B testing, and cross-functional collaboration with teams like Design, Engineering, and Sales Ops.

What is the company culture like at Brightspeed?

The company focuses on reimagining customer experiences, delivering fast reliable internet, and building a world-class fiber network while prioritizing an awesome customer experience.

What makes a strong candidate for this Customer Experience Join Journey Manager position?

A strong candidate is commercially savvy, customer-obsessed, experienced in leading cross-functional delivery, and skilled in using data insights and agile methods to optimize customer journeys and drive metrics like conversion and NPS.

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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