Customer Experience Manager (Ivr And Chat)

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Brightspeed is looking for a dynamic and experienced Customer Experience Manager to join our team. In this role, you will be responsible for designing and managing the end-to-end omni channel customer journey mapping and scripting for IVR and chat/Bot engagement channels. You will work closely with cross-functional teams, including Brand, Legal, product, and sales leadership to develop and execute data-driven strategies and A/B tests that improve the customer experience and self-service capabilities. You will also be responsible for defining reporting requirements and analyzing data to drive self-service and customer experience scores improvement. The ideal candidate has a track record of designing and implementing effective customer experiences, excellent project management skills, and experience in IVR and chat/Bot engagement channels.

If you are passionate about creating exceptional customer experiences and have the skills and experience we are looking for, we encourage you to apply!

As a Customer Experience Manager your responsibilities are:

• Collaborating cross functionally with Brand, Legal, product and sales leadership team with the ability to effectively set and communicate business strategy and attain necessary approval to execute
• Creating consistent conversational scripts and flows across IVR and Chat/bot customer journey flow that is in line with Brightspeed brand voice and tone
• Identifying opportunities and proactively championing best in class customer experiences and self-service across IVR, chat and chatbot engagement channels
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
• Creating data driven strategies and A/B tests based on analysis of qualitative and quantitative data
• Responsible for designing, monitoring and documenting the end-to-end omni channel customer journey mapping and scripting for IVR and chat/Bot engagement channels
• Identify potential linkages of data between engagement channels and sales agent systems to drive improved resolution of customer call intent
• Build foundational quality processes, disciplines, and drive sustained execution through every step of the customer journey
• Defining reporting requirements and analyze them to drive self-service and customer experience scores improvement and read out to leadership
• Build foundational quality processes, disciplines, and drive sustained execution through every step of the customer journey

WHAT IT TAKES TO CATCH OUR EYE:

• Strong communication skills, expresses ideas fluently and logically, is open to input
• Creates an atmosphere of openness and trust, collaborates, offers support and encouragement. Passionate about customer service excellence
• Hands-on experience with service Genesis and google CCAI
• Managing a large volume sale, call center and customer journey mapping projects
• Experience in the sales performance operation field
• Building or supporting differentiated tiers of service or unique customer segments
• Proven track record in UX design and performance management
• 5+ years of experience in leading sales centers technologies in tech or telecom
• Measure, test, analyze, build, and standardize quality processes to dramatically improve organizational performance
• Bachelor's degree in Business and/or communications
• Background in Sales and call center technology stack and systems

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WHY JOIN US?

We aspire to contemporary ways of working.

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We have a brand new, state-of-the-art corporate HQ in Charlotte, NC and our current priority is to make it a truly vibrant destination by hiring talent in the greater Charlotte area. Why? Because our purpose is to reimagine how people work, learn, play and connect!

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice
• Brightspeed’s Privacy Notice for California Residents