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

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At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. 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. 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

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