Entertainment Value-Add Services Product Manager

Company DescriptionAt 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 DescriptionWe 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 & RoadmapDefine the vision, north-star metrics, and 12–18-month roadmap for entertainment VASBuild business cases for new gaming, streaming, and music offers; size impact, cost, and sequencingMaintain competitive and partner landscape intelligenceBacklog Ownership & DeliveryOwn backlog across catalog/entitlements, activation/linking, in-app/account UX, billing/proration, and QoE featuresWrite clear problem statements and acceptance criteria; lead agile sprints with Engineering, Digital, and CX teamsLaunch features via flags and A/B tests with KPI baselinesPricing, Packaging & MerchandisingPartner with Pricing/Finance on ARPU ladder, trials, lifecycle pricing, and next-best-offer logicCoordinate merchandising across PDPs, configurators, checkout, and account surfacesEnsure ethical UX and clear disclosuresExperience & EnablementDrive setup/activation flows, account linking, device/app distribution, and proactive health checksCollaborate with Call Center Ops on scripts, routing, QA, and incentives for VAS sales and supportDefine QoE targets and guided self-fix patternsData, AI & InsightsUse funnel analytics, session replay, VoC/VoA, and QoE telemetry to prioritize workPublish product health dashboards and leverage AI for recommendations, anomaly detection, and agent-assistPartner & Vendor ManagementSource and manage partners across gaming, streaming, and music ecosystemsNegotiate SLAs, privacy/data terms, co-marketing funds, and joint roadmapsChannel & Journey OrchestrationCollaborate with CX Factory and E-commerce on personalization and content merchandisingAlign with Sales, Indirect, and MDU channels on offers, SPIFs, and enablement.Integrate entertainment moments across customer journeysGovernance & Ways of WorkingContribute to enterprise top-20 slate; manage dependencies and risksParticipate in bi-weekly reviews, monthly health readouts, and quarterly roadmap resetsOwn the “what/why” and acceptance criteria; share accountability for outcomes12-Month Outcome Targets ExamplesAttach/Adoption: +20–35% entertainment attach across prioritized segments; ≥95% account link successARPU: +$3–$6 net from entertainment bundles/perksQoE: −30–50% buffering; −20–30% video start time; −10–20% gaming latency/jitterEngagement: +25–40% monthly active entertainment usersRetention/CX: −10–20% churn among adopters; −15–25% entertainment-related support contacts; +8–12 NPS pointsKey Performance Indicators (KPIs)Attach rate by channel/segmentARPU/ARPA liftCheckout and in-account upsell CVRActivation/link success & time-to-valueMonthly active use and session frequencyQoE metrics (startup time, buffering ratio, bitrate), gaming latency/jitterSupport contact & containment rateNPS/CSAT for entertainment VASChurn/save deltasProgram ROIQualificationsWHAT IT TAKES TO CATCH OUR EYE:7+ years in product management across ISP/telecom, gaming, music, or entertainment app ecosystemsProven backlog ownership and agile delivery with cross-functional teamsStrong commercial and analytical skills; SQL/BI experience a plusExperience with catalog/entitlements, identity/SSO, billing/proration, QoE telemetry, and device/app ecosystemsFamiliarity with AI/automation for recommendations, anomaly detection, and agent-assistCompetencies:Customer-obsessedEntertainment/gaming savvyData- and AI-informedSystems thinker who simplifiesBias for actionCollaborative, low-egoHigh ownership and follow-throughTools & Platforms:Jira/Azure DevOps, ConfluenceGA4/Adobe Analytics, Looker/Tableau/Power BIFeature flags & A/B testing platformsCMS/PIM & catalog/entitlements systemsCRM/CS platforms, agent-assist/gen-AIQoE telemetry, CDN/peering analytics #LI-SS1Additional InformationWHY 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 ResidentsBrightspeed’s Privacy Notice