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Digital Base Management Manager

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Brightspeed

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Location:
United States , Charlotte

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • Bachelor’s degree in business, marketing, information systems, digital commerce, or a related field
  • 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
  • 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
  • English — required

Nice to 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
  • Additional languages — preferred but not required
What we offer:
  • competitive medical, dental, vision, and life insurance
  • employee assistance program
  • 401K plan with company match
  • host of voluntary benefits

Additional Information:

Job Posted:
January 31, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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