Job description
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
We are looking for a Connectivity Value-Add Services Product Manager to join our growing team! In this role, you will own the strategy, roadmap, and in-market performance of Brightspeed’s connectivity-related add-ons. This includes whole-home Wi-Fi and mesh/extenders, network and device security (e.g., parental controls, malware/phishing protection), device protection and extended warranties, cloud backup, and connectivity continuity (e.g., LTE/5G failover). You will translate customer and market insights into a prioritized backlog and lead cross-functional delivery to drive ARPU, adoption, retention, and NPS—while reducing support costs.
In this position, you will deliver a trusted suite of add-ons that will make Brightspeed Internet safer, more reliable, and more useful—simple to discover, buy, set up, and manage—driving measurable value for customers and the business.
As a Connectivity Value-Add Services Product Manager, your duties and responsibilities will include:
Product Strategy & Roadmap:
- Define the vision, north-star metrics, and 12–18-month roadmap for connectivity VAS
- Build business cases for new offers and vendor solutions, size impact, cost, and sequencing
- Maintain competitive intelligence across cable, fiber, FWA, and security suites
Backlog Ownership & Delivery:
- Own backlog across packaging, catalog/entitlements, activation, in-app/account experiences, and support workflows
- Write clear problem statements and acceptance criteria; lead agile sprints with Engineering, Digital, and CX teams
- Launch features via flags and A/B tests with KPI baselines
Pricing, Packaging & Merchandising:
- Partner with Pricing/Finance on ARPU ladder, bundles, and promo rules.
- Define next-best-offer logic and lifecycle pricing (intro → evergreen → price-up guardrails)
- Coordinate merchandising across PDPs, configurators, checkout, and account surfaces
- Ensure ethical UX and clear disclosures
Experience & Enablement:
- Drive setup/activation flows, guided install, and proactive health checks
- Define secure defaults and transparent controls for parents and privacy-minded users
- Partner with Call Center Ops on scripts, routing, QA, and incentives for VAS sales and support
Data, AI & Insights:
- Use telemetry (Wi-Fi performance, security events), funnel analytics, session replay, and VoC/VoA to prioritize work
- Publish product health dashboards and leverage AI for recommendations, threat detection, and agent-assist
Partner & Vendor Management:
- Source and manage VAS partners across security, backup, mesh hardware, and failover
- Negotiate SLAs, privacy/security terms, and roadmap alignment; run joint experiments and QBRs
Channel & Journey Orchestration:
- Collaborate with CX Factory and E-commerce on experimentation and upsell surfaces
- Coordinate with Sales, Indirect, and MDU channels on offers, SPIFs, and enablement
- Integrate VAS moments across customer journeys (Join, Get/Install, Enjoy, Help/Leave)
Governance & Ways of Working:
- Contribute to enterprise top 20 slate; manage dependencies and risks
- Participate in bi-weekly reviews, monthly health readouts, and quarterly roadmap resets
- Own the “what/why” and acceptance criteria, share accountability for outcomes
12-Month Outcome Targets Examples:
- Attach/Adoption: +15–30% across prioritized segments; +25–40% attach at new-customer checkout
- ARPU: +$2–$5 net from VAS attach and bundle mix
- Experience: −15–25% Wi-Fi/performance-related repeat contacts; +8–12 pts NPS among VAS users
- Security/Backup Engagement: +20–30% monthly active rate; ≥90% threat blocks/alerts resolved
- Retention: −10–20% churn among VAS adopters; +5–10 pts save-rate when VAS included in offers
Key Performance Indicators (KPIs):
- Attach rate by channel/segment
- Bundle mix and ARPU/ARPA lift
- Checkout and in-account upsell CVR
- Activation success and time-to-value
- Monthly active use/engagement
- Wi-Fi satisfaction and performance metrics
- Security/backup event resolution
- Support contact rate and containment
- NPS/CSAT for VAS users
- Churn/save deltas and program ROI
Qualifications
WHAT IT TAKES TO CATCH OUR EYE:
- 7+ years in product management for ISP/telecom, cybersecurity/backup, or adjacent subscription services
- Proven backlog ownership and agile delivery with cross-functional teams
- Strong commercial and analytical skills; SQL/BI experience a plus
- Experience with catalog/entitlements, provisioning/billing, and CPE/app integration
- Familiarity with privacy/security standards and AI/automation use cases
Competencies:
- Customer-obsessed
- Trust & safety minded
- Commercially savvy
- Data- and AI-informed
- Systems thinker who simplifies
- Bias for action
- Collaborative, low ego
- High ownership and follow-through
Tools & Platforms Examples:
- Jira/Azure DevOps, Confluence
- GA4/Adobe Analytics, Looker/Tableau/Power BI
- Feature flags & A/B testing platforms
- CMS/PIM & catalog/entitlement systems
- CRM/CS platforms, agent-assist/gen-AI
- Network/CPE telemetry, security/backup consoles
#LI-SS1
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
