CO Salary Range: USD 96,250.00 - 137,500.00 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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Job Duties and Responsibilities
The Program Manager - Wireless position will support the Wireless Skill Management Team within the larger CXO organization. As a Program Manager supporting Wireless Skills, you will be responsible for supporting agents and customers on millions of phone calls/chats per year. This team plays a key role in ensuring that Customer Experience Operations (CXO) agents have the proper resources to be successful in their jobs, and that customers are highly satisfied in their experience interacting with DISH. Your role contributes directly to our company goals of #1 in Customer Experience, $1B in FCF, Growth, and Best Team. In this role, you will work frequently with the Business Releases team, as well as with partners in Field Operations, Tools and Intake, Knowledge Management, Training, Workforce, Retention, Reporting, IT, Programming, Wireless IMO, and others.
Key Responsibilities:
- Create or coordinate the solutions for complex problems by identifying the key decision-maker(s) and those to be informed; integrate regulatory and operational needs; perform cost/benefit analysis; provide full trade-off analysis and hold the project team and management accountable for decision-making responsibilities
- Manage the planning, development, design, and implementation of assigned program, including tracking schedules, issues, tasks and team members
- Develop expertise around products to provide Wireless SME support
- Influence training material by using a combination of data, observation, call listening, and agent feedback to discover and correct opportunities in current agent support material
- Collaborate through partnership with cross functional teams to execute policy and program changes to support DISH Wireless expansion
Education and Experience:
- A bachelor's degree and 3+ years of relevant experience preferred
Skills and Qualifications:
- Strategic Agility - Sees ahead clearly; can anticipate future consequences and trends accurately; has a broad knowledge and perspective; is future-oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans
- Dealing with Ambiguity - 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 interpersonal skills, with proven success working cross-functionally across the CXO and other DISH/Sling departments to devise mutually acceptable solutions and influence change
- Excellent written and verbal communication skills, including ability to write succinct updates for and present to Senior Leadership
- Open to occasional travel to CXO sites
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.
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.