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 an Entertainment 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 entertainment offerings. This includes gaming performance features (e.g. low-latency optimization), partnerships with gaming platforms and peripherals, streaming app bundles and perks, and music subscriptions. You will translate market and customer insights into a prioritized backlog and lead cross-functional delivery to drive attach rate, ARPU, engagement, retention, and NPS—while reducing support costs.
In this position, you will deliver a simple, delightful entertainment layer on top of Brightspeed Internet: easy to discover, buy, activate, and enjoy; optimized for quality, latency, and transparency, creating measurable value for customers and the business.
As an Entertainment 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 entertainment VAS
- Build business cases for new gaming, streaming, and music offers; size impact, cost, and sequencing
- Maintain competitive and partner landscape intelligence
Backlog Ownership & Delivery
- Own backlog across catalog/entitlements, activation/linking, in-app/account UX, billing/proration, and QoE features
- 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, trials, lifecycle pricing, and next-best-offer logic
- Coordinate merchandising across PDPs, configurators, checkout, and account surfaces
- Ensure ethical UX and clear disclosures
Experience & Enablement
- Drive setup/activation flows, account linking, device/app distribution, and proactive health checks
- Collaborate with Call Center Ops on scripts, routing, QA, and incentives for VAS sales and support
- Define QoE targets and guided self-fix patterns
Data, AI & Insights
- Use funnel analytics, session replay, VoC/VoA, and QoE telemetry to prioritize work
- Publish product health dashboards and leverage AI for recommendations, anomaly detection, and agent-assist
Partner & Vendor Management
- Source and manage partners across gaming, streaming, and music ecosystems
- Negotiate SLAs, privacy/data terms, co-marketing funds, and joint roadmaps
Channel & Journey Orchestration
- Collaborate with CX Factory and E-commerce on personalization and content merchandising
- Align with Sales, Indirect, and MDU channels on offers, SPIFs, and enablement.
- Integrate entertainment moments across customer journeys
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: +20–35% entertainment attach across prioritized segments; ≥95% account link success
- ARPU: +$3–$6 net from entertainment bundles/perks
- QoE: −30–50% buffering; −20–30% video start time; −10–20% gaming latency/jitter
- Engagement: +25–40% monthly active entertainment users
- Retention/CX: −10–20% churn among adopters; −15–25% entertainment-related support contacts; +8–12 NPS points
Key Performance Indicators (KPIs)
- Attach rate by channel/segment
- ARPU/ARPA lift
- Checkout and in-account upsell CVR
- Activation/link success & time-to-value
- Monthly active use and session frequency
- QoE metrics (startup time, buffering ratio, bitrate), gaming latency/jitter
- Support contact & containment rate
- NPS/CSAT for entertainment VAS
- Churn/save deltas
- Program ROI
Qualifications
WHAT IT TAKES TO CATCH OUR EYE:
- 7+ years in product management across ISP/telecom, gaming, music, or entertainment app ecosystems
- Proven backlog ownership and agile delivery with cross-functional teams
- Strong commercial and analytical skills; SQL/BI experience a plus
- Experience with catalog/entitlements, identity/SSO, billing/proration, QoE telemetry, and device/app ecosystems
- Familiarity with AI/automation for recommendations, anomaly detection, and agent-assist
Competencies:
- Customer-obsessed
- Entertainment/gaming savvy
- Data- and AI-informed
- Systems thinker who simplifies
- Bias for action
- Collaborative, low-ego
- High ownership and follow-through
Tools & Platforms:
- Jira/Azure DevOps, Confluence
- GA4/Adobe Analytics, Looker/Tableau/Power BI
- Feature flags & A/B testing platforms
- CMS/PIM & catalog/entitlements systems
- CRM/CS platforms, agent-assist/gen-AI
- QoE telemetry, CDN/peering analytics
#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
