CO Salary Range: USD 27.02 - 38.70 per hour

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 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.

• Support on demand to eliminate unexpected service impacts to our customers based on the needs of the busines; our customers may include external customer accounts (B2B), customer service centers, technical support organizations, and executive management teams during network events and major outages

• Lead initiatives in reading and developing, analyzing and interpreting technical data, professional journals, and governmental regulations, develop troubleshooting procedures, and executive-level documentation of technical information; develop scalable processes and workflows for new customer channels that efficiently leverage resources
• Demonstrate mastery of all Echostar systems, internal and external team functions; deep technology of LTE networks, low level 4G and 5G technologies and mobile devices, and use your knowledge to troubleshoot with enterprise teams as part of a larger system or software pattern; show knowledge mastery of new hardware and software features in operations, issues, and resolutions with new products; proactively identify opportunities to fill knowledge gaps and effectively lead efforts to teach others and improve tools and resources for analysts
• Demonstrate high skill in troubleshooting individual customer wireless issues and proactively leading teams across the enterprise to improve strategic short and long term resolutions; demonstrate mastery identifying issues and trends using multiple dashboards, maps, and alarming systems and triggers escalation processes as necessary; lead logistics and create tests on a variety of services, including creating and leading initiatives to improve services, products, and changes to internal dashboards or customer-facing applications
• Take lead in process and systems improvement while creating and leading enterprise cross-functional efforts managing systems integration, improve application functionality and processes across teams that reduce occurrence and impact of issues, increase velocity of resolution, and improve systems that have a clear and significant impact on key enterprise goals and proactively identify issues before customers experience a negative impact
• Meet all qualitative and quantitative performance metrics and produce significant positive quantifiable impacts across the team for efficiency, quality, SLAs, and other processes
• Analyse and demostrate high skill in data analysis and reporting various data sources to get a full understanding of the impact of issues on the business and the customer and inform stakeholders; lead others performing needs assessments and cost-benefit analyses to create and lead recommendations on potential process improvements and how we interpret what network data tells us about the customer experience; provide Executive level reporting on varying cadences that includes projections and analysis for complex projects that span across multiple departments
• Provide onboarding leadership, coordination, and guidance to help all new analysts learn their functions and meet metric goals; provide task and project assignment and deliverable expectations to the team in partnership with and in absence of manager

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

• 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
• Excellent white-glove customer service skills for internal and external partners including communicating with individual external customers to resolve highly complex and sensitive issues
• Mastery with collaborating across teams leading internal and external partners on service delivery issues and initiatives; managing intake process and commitments from team members, working across teams to deliver highly complex projects and influence solutions
• Experience creating and implementing successful innovative approaches to solving known problems
• Proven ability to drive multiple complex initiatives and projects concurrently
• Strong quantitative and qualitative analytical skills with the ability to interpret complex technical issues and customer needs
• Excellent attention to detail in a fast-paced environment
• Strong communication skills, capable of conveying complex technical information to non-technical stakeholders
• 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
• Knowledge of LTE networks, 4G and 5G technologies and mobile devices
• Experience interacting across multiple departments and senior leadership to fix issues
• Experience teaching technical concepts