Digital Base Management Manager

Company Description

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!  

Job Description

Role:

The eCommerce Base Management Manager exists to drive customer value, revenue growth, and retention through digital self-service experiences for existing broadband customers.

This role owns the strategy and execution of online account management, Wi-Fi management, and digital support experiences, partnering closely with Marketing Base Management and CRM teams to deliver personalized, data-driven journeys that improve customer satisfaction, reduce churn, and grow ARPU through speed upgrades and value-added services.

This position operates at a strategic and executional level within the organization, translating customer, commercial, and operational objectives into scalable eCommerce experiences that meaningfully impact customer lifetime value and overall business performance.

Impact:

• Owns the vision, roadmap, and performance of digital self-service experiences for broadband customers, including account management, Wi-Fi management, and online support capabilities.

• Leads the development and optimization of personalized eCommerce journeys that drive speed upgrades, value-added service adoption, and retention outcomes across authenticated customer channels.

• Partners with Marketing Base Management and CRM teams to align lifecycle strategies, offers, and messaging with digital execution and personalization capabilities.

• Uses customer insights, behavioral data, and experimentation to continuously improve conversion, engagement, and customer satisfaction across self-service touchpoints.

• Establishes and tracks performance against key KPIs including churn reduction, ARPU growth, value-added service attach rates, and Net Promoter Score (NPS).

• Exercises independent judgment to prioritize initiatives, balance customer experience with commercial goals, and make data-informed decisions on roadmap tradeoffs and enhancements.

May perform other duties as assigned.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Qualifications

Education
• Bachelor’s degree in business, marketing, information systems, digital commerce, or a related field.

Work Experience
• Minimum of 5 years of experience in eCommerce, digital product management, or base/customer lifecycle management.
• Minimum of 3 years of experience driving customer-facing digital experiences tied to revenue, retention, or customer satisfaction outcomes.

Knowledge and Technical Skills
• Experience with authenticated eCommerce or self-service platforms.
• Working knowledge of CRM, personalization, and digital analytics tools.
• Strong understanding of customer lifecycle management, upsell, cross-sell, and retention strategies.
• Ability to analyze performance metrics and translate insights into actionable improvements.

A plus if you have:

• Experience in broadband, telecommunications, or subscription-based services.
• Experience launching or optimizing Wi-Fi management or digital support tools.
• Familiarity with experimentation, A/B testing, or optimization frameworks.
• Experience partnering with technical, UX, and data teams in an agile environment.

Language Skills:

• English — required.
• Additional languages — preferred but not required

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

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. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Inclusion and belonging 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 that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process. 

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

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