[Remote] Director, Customer Experience at Brightseed

Charlotte, North Carolina, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, Broadband, Internet Service ProviderIndustries

Requirements

Experience leading customer experience (CX) organizations, including journey management and insights/optimization functions
Ability to lead and manage teams, such as four Journey Managers and a CX Insights Manager
Expertise in defining CX metrics (e.g., NPS, CSAT, CES) and linking them to business performance
Proficiency in quantitative and qualitative research, including Voice of Customer (VOC), Voice of Agent (VOA), social listening, and complaint analysis
Strong cross-functional collaboration skills with teams like Product, Marketing, IT, Care, and Field Operations
Capability to develop CX strategies, operating models, design principles, and training programs
Experience driving continuous improvement through data, experimentation, and feedback integration

Responsibilities

Lead four Journey Managers to design, govern, and improve CX across lifecycle stages: Join (awareness, shopping, order), Get (scheduling, installation, onboarding), Enjoy/Manage (usage, billing, plan management), and Support/Leave (resolution, minimizing churn)
Ensure each journey has a defined vision, roadmap, north-star metrics, and governance cadence
Champion “voice of the customer” and “voice of the agent” feedback loops to identify friction and drive improvements
Partner cross-functionally with Product, Marketing, IT, Care, and Field Ops to embed CX standards and ensure launch readiness
Lead the CX Insights Manager in defining CX metrics, governing KPI reporting/dashboards/scorecards, and running VOC/VOA programs, social listening, and research
Develop CX strategy, guiding principles, operating model, and alignment frameworks
Deliver employee CX training on principles, empathy, and experience design
Integrate CX insights into Product roadmaps and feature design
Drive continuous improvement programs using data, experimentation, and analytics to impact outcomes like churn, ARPU, and cost-to-serve
Oversee CX governance model and operating rhythm, ensuring journey teams follow standard frameworks for discovery and prioritization

Skills

Key technologies and capabilities for this role

Customer ExperienceCX Journey ManagementCustomer LifecycleJourney MappingCustomer InsightsOptimizationCross-functional LeadershipCustomer Feedback AnalysisFriction Point IdentificationExperience Design

Questions & Answers

Common questions about this position

Is this position remote?

Yes, the position is remote.

What is the salary range for the Director, Customer Experience role?

This information is not specified in the job description.

What are the key responsibilities of this role?

The role involves leading CX Journey Managers across Join, Get, Enjoy, and Support stages, championing customer and agent feedback, partnering cross-functionally, and leading CX Insights including metrics like NPS, CSAT, CES, and KPI governance.

What is the company culture like at Brightspeed?

The company focuses on reimagining customer experiences with fast, reliable internet, accelerating fiber optic upgrades in underserved markets, and delivering a 'ridiculously easy' experience vision while building a world-class fiber network.

What makes a strong candidate for this Director role?

A strong candidate will have leadership experience in customer experience, ability to manage journey teams and insights functions, cross-functional collaboration skills, and expertise in CX metrics like NPS, CSAT, and CES to drive improvements.

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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