Job Description 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 Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.
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 The Business Operations Manager is responsible for overseeing a team of analysts to set up various call center groups for success. This is a corporate team that oversees the processes and metrics of an agent group, ensuring awareness of business changes, and implementing change to facilitate a superior customer experience.The team serves as subject matter experts and points of contact who will work in tandem with our Field Operations team to implement initiatives to simplify our frontline agents' jobs. They will work cross-functionally with multiple organizations within DISH acting as a strategist, internal consultant, and project manager to implement new company initiatives, simplify business processes, and reduce customer effort. This role will be primarily focused on Sling.
Key Responsibilities: Coaching a team of analysts Design, prioritize, and execute projects that drive strategic objectives Identify process improvement, training, and staffing needs through site visits, agent focus groups, and data analytics Interface with field leadership to drive change through collaboration Stay abreast of changes to business rules, workflows, and tools that affect customers, and determine how to communicate these changes to our agents Cross-functionally work with groups with competing priorities and influence others to form a consensus Simplify the agent experience and by extension, the customer experience Report on initiative progress to executives, both internally to the department and throughout the company Hire, train, and develop team members throughout their talent lifecycle Skills, Experience and Requirements Education and Experience: Bachelor's degree from four-year college or university; or five years related experience; or equivalent combination of education and experience Skills and Qualifications: Ability to drive analysts to great results while working with ambiguous scopes and changing priorities Self-motivation, curiosity, and a willingness to learn Demonstrated experience coaching and leading teams Excellent organizational skills; project management experience is a plus Excellent written and verbal communication skills and the ability to communicate well with various stakeholders at all levels, including executives Solid analytical skills, including technical proficiency with tools such as Excel Salary Ranges
Compensation: $96,250.00/Year - $137,500.00/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.
This will be posted for a minimum of 3 days or until the position is filled.
