Job Duties and ResponsibilitiesThe Manager of Business Process Engineering is responsible for the end-to-end architecture of operational workflows and the rigorous governance of business rules. Reporting to the Head of Business Process & CX Council, this leader will eliminate operational silos by centralizing logic across CXO Systems, Teams, & Processes to ensure a seamless experience for both customers and frontline agents. This position will include a strong focus on AI enablement.
What Success Looks Like (Objectives)- Lead the end-to-end design of intuitive, efficient operational processes to ensure alignment with brand promises and reduce customer friction.
- Diagnose and resolve process inefficiencies across customer experience touchpoints, driving continuous improvement and measurable productivity gains.
- Centralize and audit 100% of operational logic within the business rule documentation knowledge repository to maintain strict departmental alignment.
- Coordinate change management initiatives with the Change Control Board (CCB) and PMO to ensure full organizational readiness for new product launches.
- Coach and mentor a high-performing process engineering team, fostering functional expertise and professional growth.
- Apply generative AI tools and process-mapping AI applications to accelerate workflow analysis, documentation generation, and agent knowledge retrieval.
Skills, Experience and RequirementsCore Skills and Competencies- Strong skills in designing and integrating CRM/KM systems within complex telecom architectures to streamline care agent workflows.
- Deep functional expertise in contact center operations, enabling the creation of scalable, frictionless agent and customer experiences.
- Advanced problem-solving abilities to resolve complex operational bottlenecks through structural process building.
- Proven expertise in change management, allowing for seamless transition leadership during rapid-pace product and system deployments.
- Strong collaboration and stakeholder influence capabilities, balancing executive presence with empathy for frontline operational staff.
- AI literacy and application skills, specifically the ability to leverage AI technologies to optimize process documentation and knowledge retrieval.
Additional Qualifications- Master's degree in Business Administration, Operations Research, or a related field
- Six Sigma or LEAN certification (Green Belt or Black Belt)
Minimum Requirements- Minimum Education: Bachelor's Degree in Business Administration, Operations, Engineering, Information Systems, or a related field
- Minimum Experience: 2+ years of experience in Customer Experience Operations, Process Engineering, or Product Management, and 2+ years of experience in a management capacity
- Required Technical Skills:
- Management of CRM and Knowledge Management (KM) systems
- Process mapping and system design within Telecom architectures
- Driving end-to-end operational change management and continuous improvement methodologies
Visa sponsorship not available for this role
Salary RangesCompensation: $96,250.00/Year - $137,500.00/Year
BenefitsWe offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: EchoStar Benefits.
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
