Digital Customer Experience Manager

Job overview

The Digital Customer Experience Manager role is listed in Charlotte, NC, and the posting does not specify whether this position is onsite, hybrid, or remote. Compensation is not specified. Brightspeed is upgrading copper networks to fiber and aims to provide reliable internet and customer experiences across markets in the Midwest and South. The manager optimizes authenticated and unauthenticated web and mobile experiences for broadband customers. The role translates customer behavior and business goals into requirements, experiments, and measurable improvements that support self-service, revenue growth, retention, and reduced customer effort.

What you'll do

• Support the digital experience strategy and roadmap across web and mobile
• optimize account management, billing, payments, upgrades, Wi-Fi management, digital support, and self-service
• identify friction and conversion opportunities
• develop experience requirements
• partner with UX/UI, Product, Engineering, Analytics, IT, CRM, Marketing, and Customer Care
• use analytics and experimentation to measure and improve performance
• support KPI dashboards and reporting.

What we're looking for

Skills & competencies

digital customer experience manager

digital experience

web and mobile

broadband

customer self-service

a/b testing

personalization

digital analytics

charlotte nc

brightspeed

fiber internet

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, vision, and life insurance
• employee assistance program
• 401(k) match
• voluntary benefits
• and paid time off programs.

Why this role

The role works across authenticated and unauthenticated digital channels and uses experimentation, personalization, segmentation, and performance metrics to guide optimization.

About the employer

Brightspeed is hiring for this role. Industry: Wired Telecommunications Carriers. Sector: 51.