Digital Customer Experience Manager

Location: Charlotte, NC, United States; occasional travel may be required based on business needs.

Company

hirify.global provides broadband internet services and is upgrading underserved rural markets from copper to fiber optic technologies while improving customer experience.

What you will do

• Execute and optimize authenticated and unauthenticated digital experiences across web and mobile applications, including account management, billing, payments, upgrades, Wi-Fi management, support, and self-service.
• Identify customer friction, performance gaps, conversion opportunities, and improvements to customer effort and engagement.
• Translate business objectives, customer needs, behavioral insights, and journey friction into clear digital experience requirements and recommendations.
• Partner with UX/UI, Product, Engineering, Analytics, IT, CRM, Marketing, and Customer Care teams to deliver improvements.
• Lead A/B and multivariate testing, personalization, segmentation, offer optimization, and continuous experimentation.
• Monitor digital KPIs and develop dashboards and data stories using tools such as Looker and Power BI.

Requirements

• Bachelor’s degree in Business, Marketing, Digital Commerce, Information Systems, or a related field.
• At least 5 years of experience in eCommerce, digital product management, website or app optimization, customer experience, or customer lifecycle management.
• At least 3 years of experience delivering customer-facing digital experiences tied to revenue, retention, conversion, or customer satisfaction outcomes.
• Experience optimizing authenticated digital, eCommerce, or customer self-service experiences and working in Agile development environments.
• Experience with Google Analytics, FullStory or similar analytics tools; A/B testing, multivariate testing, segmentation, and personalization.
• Excellent written and verbal communication skills in English, with strong analytical, strategic thinking, problem-solving, and stakeholder management abilities.

Nice to have

• Experience in broadband, telecommunications, or subscription-based services.
• Experience with Wi-Fi management, account management, billing and payment, or digital support experiences.
• Advanced experience with experimentation, personalization, optimization frameworks, CRM, UX/UI, Product, Engineering, and data teams.

Culture & Benefits

• Contemporary ways of working with roles designated as remote, hybrid, office, or field-based depending on the position and business needs.
• Medical, dental, vision, and life insurance.
• Employee assistance program and voluntary benefits.
• 401(k) plan with company match and paid time off programs.
• Focus on inclusion, belonging, and accessible, high-quality internet service.