Brightspeed · 21 hours ago
Digital Base Management Manager
United States
Full-time
Remote
Senior Level
5+ years expBrightspeed is reimagining how people connect by providing fast, reliable internet services. The Digital Base Management Manager will drive customer value and retention through digital self-service experiences, overseeing strategy and execution for online account management and digital support.
InternetTelecommunicationsWireless
Responsibilities
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
Qualification
Required
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
Preferred
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
Benefits
Competitive medical, dental, vision, and life insurance
Employee assistance program
401K plan with company match
Host of voluntary benefits
Company
Brightspeed
Brightspeed provides fiber and broadband services, enhancing connectivity for homes and businesses with reliable telecom solutions.
1001-5000 employees
H1B Sponsorship
Brightspeed has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2023 (15)
2022 (13)
Funding
Current Stage
Late StageTotal Funding
$6.51BKey Investors
Ohio Residential Broadband Expansion GrantN.C. Division of Broadband & Digital EquityOhio Department of Development
2025-09-15Grant· $13.8M
2025-08-15Debt Financing· $1.65B
2025-06-19Undisclosed· $575M
Leadership Team
Michel Combes
Executive Chairman of the Board and acting CEO
Amy Wulfestieg
Chief Communications Officer
Recent News
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2026-01-16
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2026-01-16
Company data provided by crunchbase