Company Summary

DISH, an EchoStar company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products and now we are building America’s First Smart Network™.

Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile and Gen Mobile.

Department Summary

Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.

Job Duties and Responsibilities

This position is responsible for leading and developing a team of analysts, ensuring efficient and effective resolution of technical Boost Mobile Network issues, and partnering across the wireless organization to develop tools and troubleshooting solutions for issues on networks, devices, or services while maintaining high customer satisfaction levels.

In this role, you will be responsible for developing budgets and staffing models, individual and department metrics, driving improvements to network service issues and troubleshooting quarter over quarter, and managing staff for efficiency and effectiveness.

The position requires managing teams that service customers 24x7x365, and may be required to respond to urgent issues after normal hours, on weekends and on holidays.

Key Responsibilities:

• Operations Management: Manage employees ensuring clear expectations are provided and deliverables evaluated for accuracy and thoroughness to meet all service level agreements

• Initiate Organizational Change: Develop processes for new business needs or delivery channels; drive process development, implementation and improvement to increase quality, decrease handling time, and reduce occurrence; create and drive changes to business rules, workflows, and tools that affect customers, agents, and analysts, and create communication strategies to maximize engagement and effectiveness of change

• Financial Management: Develop staffing models, financial forecasts, and ROI analysis for investments in tools and workflow improvements; works in conjunction with senior leadership and utilizes financial data to drive performance improvements; develop accurate staffing and training plans that support existing and new growth initiatives along with efficiency improvements

• Staff Management: Oversees hiring, training and recruiting needs; delivers timely feedback that leads to measurable employee growth, manages employee metric and qualitative feedback, and manages the employee performance appraisal process; coaches employees and provides developmental opportunities, providing opportunities for growth and purpose

• Workflow Management: Effectively works across departments to optimize workflow and ticketing process, drives real-time resolutions, and completes automation processes to reduce labor, days open, or steps to close customer issues

• Reporting: Provide Executive level reporting on varying cadences that includes staffing projections, team progress, and goal and metric performance

• Partnership: Build relationships with key internal and external teams who assist with resolving customer issues while maximizing the effectiveness of the team by learning and supporting their goals and objectives, removing and working around roadblocks

• Performance Management: Create and optimize clear and measurable qualitative and quantitative goals, determining meets and exceeds targets for various analyst levels, and keeping team members accountable to success measurements

• Technical Aptitude: Demonstrate a high level understanding of Boost Mobile Network systems, technologies, devices, and internal and external team functions; use you knowledge, comfort with technical concepts, and ability to drill down with questions to inspire your team to challenge assumptions, innovate, and optimize recommendations and solutions; identify individual knowledge gaps and strategically coordinate training plans

Skills, Experience and Requirements

Education and Experience:

• BS in a quantitative field such as math, science, or business analytics or 1+ years of experience in data analytics

• 3+ years of corporate or call center people management experience

Skills and Qualifications:

• Proven ability to lead a team of individual contributors and managers, successfully delivering results and developing team members to their full potential

• Excellent written and verbal communication skills, including championing messages to internal and external teams, with the ability to flex communication style for both technical and non-technical audiences, and creating and delivering presentations, project plans, and analysis to executive leadership across the enterprise

• Mastery with collaborating across teams, with a passion for team environments and building robust relationships across the organization

• Experience creating and executing strategies that drive the customer experience forward

• Ability to be reachable outside of normal working hours for escalated issues and to work flexible hours, which may include nights and weekends

• Proven ability to drive multiple complex initiatives and projects concurrently, interacting across multiple departments and senior leadership to solve issues.

• Strong quantitative and qualitative analytical skills with the ability to interpret complex technical issues and customer needs

• Ability to learn quickly, prioritize, and work under pressure in an ambiguous and rapidly changing environment

• Proactive and self-motivated with a customer-centric mindset

• Experience working with case management applications in the wireless industry

Salary Ranges

Compensation: $110,110.00/Year - $157,300.00/Year

Benefits

We 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: DISH 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.

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.

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.

We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer - Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We are a true merit-based organization and work hard so there are no artificial barriers to one's potential success. DISH is committed to a workforce where everyone's opportunities are limitless.

Consistent with this commitment, DISH will endeavor to provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to the employee or others, or is otherwise not required by law.