CO Salary Range: USD 127,050.00 - 181,500.00 per year
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.
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Job Duties and Responsibilities
We are searching for a seasoned professional to head our Wireless Experience and Support team, overseeing network analysts and the Corporate Porting team. This role is critical in delivering exceptional user experiences and ensuring seamless account transfers. You will collaborate with various teams, including product, customer service, wireless operations, IT, and engineering, to optimize network performance, resolve customer issues, and streamline porting processes. The ideal candidate should possess a strong combination of strategic thinking, operational excellence, and interpersonal skills. They must be adept at building and maintaining strong relationships with both internal and external stakeholders, driving innovation, and motivating teams to achieve exceptional results.
Key Responsibilities:
- Performance Monitoring: Monitor and analyze network performance metrics to identify and address issues proactively and optimize the customer experience
- Corporate Porting Team: Collaborate with Care teams to develop and implement efficient porting procedures and workflows; monitor porting performance metrics and identify areas for improvement; build and maintain strong relationships with carriers to ensure smooth porting operations
- Experience Enhancement: Prioritize customer experience by focusing on factors like speed, reliability, and latency; develop and implement strategies to enhance the overall wireless customer experience
- Issue Resolution: Oversee the resolution of complex customer issues, ensuring timely and satisfactory resolution
- Continuous Improvement: Identify opportunities for process improvement, automation, and efficiency gains; collaborate with cross-functional teams to implement improvements in products, services, and customer support processes
- Customer Relationship Management: Build and maintain strong relationships with key internal customers, gather feedback, and identify opportunities for service improvement
Education and Experience:
- Bachelor's degree or equivalent experience required; master's degree preferred
- 5+ years of experience in the telecommunications industry, focusing on wireless network operations and customer support preferred
- Lead and mentor a high-performing team of analysts, setting performance goals, providing feedback, and fostering a positive team culture
- Assign tasks, monitor performance, and provide coaching and feedback
- Foster a positive and collaborative team environment
- Leads professional employees with an emphasis on career growth and professional development
- Strong leadership and interpersonal skills
- Excellent problem-solving and analytical skills
- Excellent communication and presentation skills
- Ability to thrive in a fast-paced, dynamic environment
- Experience in wireless technologies, network performance metrics, porting processes, and carrier relationships is a plus but not required
Visa sponsorship not available for this role.
Salary Ranges
Compensation: $127,050.00/Year - $181,500.00/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. 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.