Episode Experience Manager – Care & Assisted Service (CAS) - MPO

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Job Description

The Episode Experience Manager for Multi-Product Ownership is responsible for shaping and improving the end-to-end care and assisted service experience for customers who own both Mobile and Broadband products. This role ensures that multi-product customers receive clear, consistent, and connected support across human-assisted channels, including Stores, Hotlines, and other frontline touchpoints.

The role maps customer journeys across Mobile and Broadband service interactions, defines experience blueprints, identifies front-stage and back-stage friction points, and clarifies service standards and operational rules that affect frontline execution. By monitoring multi-product episode health across customer experience quality, service speed, operational cost, process efficiency, service consistency, and cross-product resolution, the Manager uses customer insights, operational data, and frontline feedback to recommend practical improvements.

This position operates within the Care and Assisted Service team under the Service and Account Management segment of the Episode Experience Management division. The role reports to the Episode Experience Lead for Care and Assisted Service and works closely with Product Management, IT, Network, Care Operations, Broadband teams, Mobile teams, and frontline channel teams to deliver a more seamless assisted service experience for multi-product customers.

DUTIES AND RESPONSIBILITIES:

1. Multi-Product Journey Design and Experience Blueprinting

• Define the desired end-to-end assisted service experience for customers who own both Mobile and Broadband products across key service journeys, requests, and concerns.

• Map current-state and future-state journeys across Stores, Hotlines, care support teams, and other assisted channels where multi-product customers seek help.

• Develop experience blueprints that connect customer-facing interactions with back-end processes, systems, policies, handoffs, and resolver teams across both Mobile and Broadband.

• Identify friction points, unclear handoffs, policy gaps, fulfillment delays, and service inconsistencies that affect multi-product customer and frontline experience.

• Establish clear interaction flows, handling rules, and experience principles to guide consistent execution across multi-product assisted service touchpoints.

• Ensure that journey designs recognize the customer’s full product relationship, including ownership of both Mobile and Broadband services.

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2. Episode Health and Performance Management

• Monitor multi-product assisted service performance across customer experience quality, operational cost, service speed, process efficiency, service consistency, and cross-product resolution.

• Use customer and operational data to diagnose pain points, repeat contacts, avoidable escalations, negative demand, product-to-product handoff issues, and recurring service gaps.

• Identify root causes behind multi-product service friction, including process, policy, system, frontline, ownership, or resolver-team constraints.

• Recommend targeted improvements that reduce customer effort, improve speed to resolution, strengthen service reliability, and improve operational efficiency across Mobile and Broadband journeys.

• Track the impact of implemented improvements to ensure they deliver measurable customer and business outcomes.

3. Customer Insights and Continuous Improvement

• Leverage Voice of the Customer data, customer complaints, frontline feedback, operational metrics, and digital behavior data to understand the needs and pain points of multi-product customers.

• Translate insights into improvement initiatives, service design decisions, roadmap inputs, and frontline enablement requirements.

• Identify opportunities to simplify multi-product journeys, reduce unnecessary handoffs, improve visibility, and remove avoidable customer effort.

• Continuously review multi-product assisted service journeys to ensure they remain relevant, effective, and aligned with customer expectations, operational realities, and evolving product relationships.

4. Service Standards and Policy Clarification

• Define clear multi-product assisted service standards to ensure predictable and consistent customer handling across channels.

• Clarify policies, eligibility rules, account ownership logic, handling guidelines, escalation triggers, and fulfillment dependencies that affect customers with both Mobile and Broadband products.

• Identify areas where policy ambiguity or inconsistent interpretation causes customer dissatisfaction, repeat contact, unnecessary escalation, or inconsistent treatment across products.

• Work with Mobile, Broadband, care, operations, and policy owners to simplify, refine, or standardize multi-product service processes.

• Translate service rules into practical frontline guidance that enables accurate, confident, and consistent handling of multi-product customer needs.

5. Cross-Functional Coordination

• Partner with Mobile Product Management, Broadband Product Management, IT, Network, Care Operations, Stores, Hotlines, General Trade, and other relevant teams to improve end-to-end multi-product assisted service delivery.

• Act as the key experience partner for MPO-related assisted service journeys, ensuring stakeholders are aligned on customer impact, service standards, operational requirements, and delivery priorities.

• Provide customer experience inputs to influence product, system, operational, and transformation backlogs.

• Ensure that multi-product assisted service improvements are managed as connected end-to-end journeys rather than isolated Mobile, Broadband, channel, or process fixes.

• Escalate unresolved blockers, service gaps, or execution risks that may affect the multi-product customer experience.

6. Business Readiness and Frontline Enablement

• Partner with the Business Readiness Manager for Assisted Service to prepare frontline and care teams for multi-product service updates.

• Support readiness planning for new or enhanced MPO journeys, policies, processes, tools, scripts, and frontline capabilities.

• Identify training, communication, support material, and escalation path requirements needed for effective frontline execution.

• Ensure frontline teams are equipped to recognize multi-product customers, understand their service eligibility, explain available support or benefits, and handle cross-product concerns consistently.

• Monitor frontline feedback and post-launch adoption to identify execution gaps and improvement opportunities.

• Ensure multi-product experience changes are implemented in a way that is seamless for both customers and frontline employees.

7. Experience Lifecycle and Roadmap Support

• Manage multi-product assisted service experiences from design and rollout to adoption, monitoring, optimization, and retirement when needed.

• Support prioritization of MPO care initiatives based on customer value, operational impact, feasibility, cost implications, and transformation priorities.

• Translate recurring pain points and performance gaps into roadmap inputs for assisted service improvement.

• Balance quick service fixes with longer-term transformation opportunities to improve the multi-product customer experience sustainably.

Key Success Measures

• Success in this role may be measured through improvements in:

• Multi-product customer experience quality across assisted service journeys

• Reduction in customer effort, repeat contacts, and avoidable follow-ups

• Improvement in cross-product request fulfillment and concern resolution speed

• Consistency of MPO service handling across Stores, Hotlines, and other assisted channels

• Reduction in avoidable escalations, negative demand, and unnecessary channel deflections

• Improvement in frontline readiness and adoption of MPO service changes

• Clearer multi-product service standards, handling rules, policies, and handoff expectations

• Improved operational efficiency and cost-to-serve for multi-product assisted journeys

• Successful delivery of MPO assisted service improvements and roadmap initiatives

• Improved recognition and handling of customers with both Mobile and Broadband products

Required Competencies

• Customer Journey Management: Ability to design, manage, and improve assisted service journeys for customers with multiple products and more complex service relationships.

• Service Blueprinting: Ability to connect customer-facing interactions with back-end processes, systems, policies, handoffs, resolver teams, and frontline requirements across Mobile and Broadband journeys.

• Data-Driven Problem Solving: Ability to use customer experience data, complaints, operational metrics, and frontline feedback to diagnose root causes and recommend improvements. 

• Assisted Service Operations: Strong understanding of customer care, frontline handling, fulfillment, resolution, escalation, handoff management, service standards, and policy execution.

• Cross-Product Thinking: Ability to understand how Mobile and Broadband journeys intersect, where service fragmentation occurs, and how to design more connected customer experiences.

• Stakeholder Management: Ability to align product, operations, IT, network, care, frontline, and resolver teams around shared customer experience outcomes

• Business Readiness and Change Management: Ability to support readiness planning, frontline enablement, communications, training inputs, adoption monitoring, and post-launch improvement.

• Execution Discipline: Ability to translate customer experience goals into practical, measurable, and executable service improvements.

REQUIREMENTS:

• Experience in customer experience management, service design, product experience, customer care, frontline operations, journey management, or business transformation.

• Experience working with telecommunications services, Mobile and Broadband products, assisted service channels, contact centers, retail service environments, or frontline operations is highly preferred.

• Strong background in using customer insights, operational data, complaints, VOC, and service metrics to diagnose issues and recommend improvements.

• Experience coordinating cross-functional teams across product, operations, technology, care, frontline channels, and back-office resolver groups.

• Experience in business readiness, process improvement, service transformation, frontline enablement, or operational excellence is an advantage.

• Strong communication skills, with the ability to clarify complex processes and align stakeholders around practical service improvements.

• Ability to balance customer needs, frontline realities, operational constraints, and business priorities when designing or improving multi-product assisted service experiences.

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

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