Managing customer care applications across expanding wireless brands introduces operational friction, agent workflow inefficiencies, and fragmented user experiences. This role resolves systemic care desktop pain points by conducting deep-dive workflow research, evaluating internal versus third-party software, and establishing data-driven technology choices. Through agent feedback roundtables, financial ROI modeling, and cross-functional alignment across IT and business units, care platforms achieve enhanced usability and operational performance. Ultimately, these strategic initiatives eliminate customer effort, optimize agent productivity, and elevate the overarching customer experience.
What Success Looks Like (Objectives):- Proactively anticipate customer and care agent needs across lines of business to help shape and maintain the 6-12 month strategic roadmap in partnership with senior leadership
- Combine quantitative contact analytics with qualitative frontline feedback to conduct deep-dive research into care workflows, uncover systemic pain points, and model potential operational impacts
- Evaluate internal tools against third-party software applications to determine optimal solutions while partnering with Finance to construct ROI models, cost-benefit analyses, and business cases
- Facilitate agent roundtables and feedback sessions across business units to ensure agent insights directly shape desktop design and application enhancements
- Serve as a domain subject matter expert around products, operational processes, and agent tools to support the wider CXO organization and cross-functional partners
- Champion continuous innovation by integrating AI capabilities, such as Generative AI/LLMs, agent-assist bots, and automated workflows, to optimize application efficiency
Core Skills, Competencies, and Key Experiences (What you'll bring)- Autonomous leadership and strategic vision to drive complex program initiatives independently from initial concept through execution
- Deep analytical and financial acumen to evaluate complex datasets, build business justification models, and guide technology choices
- Technology and AI proficiency to leverage modern productivity platforms, Generative AI tools, and automated workflow solutions
- Agility and change management capabilities to navigate ambiguous situations, shift priorities comfortably, and lead cross-functional teams through operational transitions
- Outstanding communication and stakeholder management skills to write succinct executive updates and present strategic proposals to leadership
- Critical experience evaluating care applications, optimizing agent workflows, and managing technology programs in operations environments
Minimum Requirements:- Minimum Education: Bachelor's degree from a four-year college or university (or 4 years of equivalent experience)
- Minimum Experience: 2 years of experience in cross-functional project/program management, process engineering, or technology evaluation roles within care, operations, or product management
- Required Technical Skills: Must have at least 2 years of experience with:
- Google Suite products
- Data analysis and building business or financial justification models
Candidates must be willing to participate in at least one in-person interview.Visa sponsorship not available for this position Salary RangeCompensation: $72,350.00/Year - $103,400.00/Year
About Our DepartmentOur Customer Experience Operations (CXO) teams excel at simplifying lives and helping communities get the most out of our services from DISH TV to Boost Mobile. Our agents are tuned in to the needs of our customers. That's why DISH has been named #1 in Customer Satisfaction by J.D. Power for six consecutive years.
BenefitsWe offer meaningful health perks, including flexible spending accounts, HSA, a 401(k) plan with company match, employee stock purchase plan, career opportunities, and a flexible time away plan. Review a benefits summary 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.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
This job posting will be active for a minimum of 3 days and will continue to extend by 3 days until the position is filled.
