Customer Experience & Strategy Manager
Company Summary
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
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
Candidates must be willing to participate in at least one in-person interview.
The Customer Experience & Strategy Manager leads the teams serving as our ultimate skill experts. This role oversees Experience Specialist Supervisors and their teams of Experience Specialists to ensure they effectively create actionable recommendations for multi-level stakeholders. Focus centers on high-level project management, proactive relationship building, and driving operational strategy. A core pillar of this role involves developing team ability to leverage AI integration, analyze project data, build compelling project presentations, and prepare for upward career mobility across the corporate landscape.
What Success Looks Like (Objectives):
- Develop supervisors through targeted feedback and stretch assignments to align their growth with organizational goals
- Oversee the team's use & testing of Generative AI platforms and support tools to streamline data categorization, sentiment analysis, and documentation
- Guide the team in analyzing complex project data and transforming frontline observations into data-backed, actionable recommendations for relevant stakeholders
- Drive the execution of strategies and solutions while maintaining the flexibility to pivot direction as business requirements evolve
- Build strong, proactive relationships with internal partners to deliver customer-centric solutions and influence the roadmap of agent-facing tools
- Oversee the development of impactful executive summaries and presentations that clearly interpret complex project data, highlight friction points and recommended solutions
Skills, Experience and Requirements
Core Skills and Competencies (What you’ll bring):
- Ability to communicate effectively in a variety of settings and show a clear connection between vision and action
- Strong project management skills with the ability to lead complex initiatives from discovery to executive presentation
- Ability to convert raw data into actionable information through data analysis and visualization
- High capacity for rapid experimentation and the flexibility to pivot workflows in alignment with evolving tech stacks
- Familiarity with AI productivity tools and an understanding of how to leverage AI-assisted interfaces
- Intermediate proficiency in Google Suite and/or Microsoft Office
Minimum Requirements:
- Minimum Education: Bachelor's degree from a four-year college or university preferred
- Minimum Experience: 2 years of management experience (or equivalent combination of education and experience); 3-5 years of customer service experience, ideally within telecommunications or satellite TV
- Required Technical Skills: Must have at least 2 years of experience with:
- Google Suite and/or Microsoft Office
- Generative AI platforms and productivity tools
Visa sponsorship not available for this position
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: 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.
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. 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. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.EchoStar will 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 others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact leaves@dish.com if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.Click the links to access the following statements: EEO Policy Statement, Pay Transparency, EEOC Know Your Rights (English/Spanish)