CO Salary Range: USD 72,350.00 - 103,400.00 per year
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.
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Program Manager II: App Development & Experience (ADX) Team
The App Development & Experience (ADX) Team maintains and manages the core essential apps that exist on the agent desktop. These apps include Customer App (CApp), Knowledge App, Case Manager App (Ticketing), and Flows App. These apps provide efficiency for agents when handling customer interactions. ADX plays a critical role in the Customer Experience Operations (CXO) organization. We exist to eliminate the barrier a tool creates between the user and their ability to provide a world-class customer experience.
Job Duties and Responsibilities
As a Program Manager II, you will support the App Development & Experience (ADX) team, Requirements teams, User Acceptance teams, and IT development teams in prioritizing the correct features for our core applications. This includes working directly with the various managers and IT teams to drive the right projects and fixes forward. Items that will be prioritized and brought forward for teams to focus on include: initiatives, features, incidents, and defects. By establishing a strategic roadmap and communication between the business owners and IT development teams, the PM will be able to enhance the agent experience by establishing optimal applications to support our customers.
Responsibilities for the Program Manager II role include:
- Oversee and establish a strategic roadmap for projects to prioritize between business owners and IT development teams; Removing the barriers between the agent's application and their ability to provide a world-class customer experience.
- Establish reporting to upline supervisor and leadership on what projects are moving forward and maintaining alignment with all teams for scheduled business releases.
- Effectively communicate with all levels of organizational staff. Competencies include excellent presentation, organizational, analytical, interpersonal and written/oral communication skills.
- Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical and non-technical instructions and deal with several abstract and concrete variables.
- Ability to effectively prioritize various requests based on business needs, impacts to teams, agent and customer experience, and resources required.
- Strong decision quality. Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment.
- Ability to partner and build relationships with various stakeholders inside and outside the organization.
Education and Experience:
- Bachelor's Degree from a four-year college or university or 4 years of project management experience; equivalent combination of education and experience is satisfactory
Skills and Qualifications:
- Ability to thrive in a fast-paced and highly dynamic environment. Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
- Strong analytical, problem solving, and logic skills.
- Experience influencing and driving strategic, cross-functional initiatives within large organizations.
- Ability to learn quickly, multi-task, prioritize, and work under pressure.
Compensation: $72,350.00/Year - $103,400.00/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.