We’re seeking a commercially savvy, customer-obsessed Customer Experience Join Journey Manager to lead the Join (Learn & Buy) experience rom service eligibility and plan selection through checkout, appointment scheduling, and handoff to install. You will be critical to delivering a frictionless buying experience that drives higher conversion, lower CPGA, fewer pre-install cancels, and stronger early-tenure satisfaction.
Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery across digital, telesales, retail, and partner channels. Your work will directly impact qualified traffic, quote-to-order conversion, appointment set rates, and early NPS.
As a Customer Experience Join Journey Manager, your duties and responsibilities will include:
Journey Strategy & Roadmap
- Define the Join journey vision and north-star metrics (e.g., Sales per 100 OFS, CVR, CPGA, pre-install cancels)
- Build a 12–18-month roadmap across eligibility, offer clarity, checkout optimization, appointment scheduling, and sales routing
Backlog Ownership & Delivery
- Maintain a prioritized backlog based on funnel losses (e.g., eligibility fails, checkout drop-offs, routing leakage)
- Lead agile ceremonies and iterative delivery with Design, Engineering, E-commerce, Sales Ops, and Care
- Run A/B tests, pilots, and feature flags—including AI-powered features—with clear success criteria
Customer & Data Insight
- Use VoC/VoA, web/app analytics, session replays, IVR telemetry, and operational logs to diagnose friction
- Build dashboards for LQS→sales, funnel drop-offs, time-to-complete, appointment set vs. kept, and cancel intent signals
- Partner with Data/ML to deploy propensity models and early cancel-risk detection
Cross-Functional Collaboration
- Partner with E-commerce on experimentation, content/UX, and conversion guardrails
- Align with Marketing (SEO/SEM, retargeting), Sales (scripts, SPIFs), IT (catalog, payments), and Field Ops (capacity windows)
- Drive enablement: AI-informed scripts, seller training, knowledge articles, and compliance updates
Governance & Impact
- Set OKRs and publish bi-weekly progress updates
- Tie improvements to business value (conversion↑, CPGA↓, cancels↓, ROAS↑) and validate via control/readouts