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 Fiber Product Manager to join our growing team! In this role, you will own the end-to-end Fiber Internet product for Brightspeed, defining the vision, roadmap, and in-market performance for speed tiers (e.g., 1G, 2G+, 5G, 8G), equipment (Wi-Fi 7/CPE), value-added services, and the customer experience across Join, Get/Install, Enjoy (Use/Pay/Change), and Help/Leave journeys. You will translate customer and market insights into a prioritized backlog and lead cross-functional delivery to grow penetration, ARPU, and NPS while reducing cancels and churn.
As a Fiber Product Manager, you will help deliver a differentiated, reliable, and scalable Fiber portfolio that customers love and choose through clear value propositions, competitive pricing, superior in-home performance, and seamless experiences across digital and assisted channels.
SCOPE:
- Fiber product portfolio and tiering (1G, 2G+, 5G, 8G), eligibility rules, packaging, and disclosures
- CPE strategy (ONTs, gateways/Wi-Fi 7, extenders) and in-home performance standards
- Voice over Fiber/postpaid voice packaging and readiness (as applicable)
- VAS bundles (security, whole-home Wi-Fi, entertainment/content, tech support)
- Channel readiness and plan-change flows across Digital/E-commerce, telesales, D2D, MDU/leasing, and retail/indirect
- Regulatory/compliance guardrails and affordability programs (as applicable)
- Close collaboration with E-commerce and Call Center Operations to orchestrate changes, protect CX, and optimize conversion
As a Fiber Product Manager, your duties and responsibilities will include:
Product Strategy & Roadmap
- Define the Fiber product vision, north-star metrics, and 12–18-month roadmap aligned to penetration, ARPU, churn, and NPS goals
- Build business cases for new tiers/coverage, CPE upgrades, and VAS; size impact, cost, sequencing, and risks
- Maintain competitive intelligence (cable, FWA, fiber peers) to inform price/value and go-to-market moves
Backlog Ownership & Delivery
- Own the product backlog (eligibility, catalog/offer logic, pricing constructs, CPE features, plan-change logic) with crisp problem statements and acceptance criteria
- Lead sprint ceremonies with Engineering/IT (catalog, order orchestration, billing/provisioning), Digital/E-commerce, and CX; ship iteratively using feature flags and A/B tests
- Ensure launch readiness with playbooks, training, disclosures, and KPI baselines
Pricing, Packaging & Offers
- Partner with Pricing/Finance on ARPU ladder, promo strategy, autopay/paperless constructs, and segmented price-up guardrails
- Define next-best-offer and plan-change rules (upgrades, downgrades, add-ons) balancing CX with conversion; avoid dark patterns
CPE & In-Home Experience
- Set performance standards (throughput/latency/Wi-Fi coverage) and right first time install criteria; align with Field Ops/Network on capacity and quality
- Drive gateway/Wi-Fi 7 roadmap, extender strategy, and self-install success improvements; incorporate device telemetry into proactive care
Channel & Journey Orchestration
- Partner with E-commerce on PDP/configurators, checkout, account/plan-change UX, experimentation plans, and performance; balance CX with conversion
- Partner with Call Center Operations on scripts, routing, QA/QA-AI, knowledge, and incentives for sales, retention, and plan-changes
- Coordinate with Sales/Indirect/MDU on offers, SPIFs, merchandising, enablement, and performance management across channels
Data, AI & Insights
- Use VoC/VoA, funnel analytics, session replay, and network/CPE telemetry to prioritize work; publish product health dashboards (penetration, mix, ARPU, cancels/churn, NPS)
- Leverage AI/automation (propensity, next-best-action, anomaly/outage detection, agent-assist, workflow automation) to improve precision and speed
- Run structured experiments with holdouts/control to validate impact before scaling
Governance & Ways of Working
- Contribute to the enterprise “top-20” initiative slate; manage dependencies, risks, and cross-functional alignment; escalate early when needed
- Cadence: bi-weekly product/initiative review; monthly product health readout; quarterly roadmap reset
- Decision rights: Product Owner owns the what/why and acceptance criteria; delivery teams own the how; shared accountability for outcomes
Qualifications
WHAT IT TAKES TO CATCH OUR EYE:
- 7+ years in product management for telecom/ISP or adjacent subscription services (fiber preferred)
- Proven backlog ownership and agile delivery with cross-functional teams (IT/Engineering, CX, Sales, Field, Network)
- Strong commercial and analytical skills (business casing, experimentation; SQL/BI a plus)
- Experience with catalog/offer engines, order orchestration, billing/provisioning, and CPE/Wi-Fi hardware roadmaps
- Familiarity with AI/automation use cases (propensity, recommendations, anomaly detection, agent-assist)
- Clear communicator with executive presence; excels at 80⁄20 decisions and change leadership
COMPETENCIES:
- Customer-obsessed
- Commercially savvy
- Data- and AI-informed
- Systems thinker who simplifies
- Bias for action
- Collaborative, low ego
- High ownership and follow-through
TOOLS EXAMPLES:
- Jira/Azure DevOps, Confluence
- GA4/Adobe, Looker/Tableau/Power BI
- Feature flags/A-B testing
- CMS/PIM & catalog systems
- CRM/CS platforms, agent-assist/gen-AI
- Network/CPE telemetry and proactive notification/orchestration platforms
#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
