CO Salary Range: USD 110,110.00 - 157,300.00 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
Boost Mobile is seeking an experienced and skilled Senior Manager, Consumer Protection Insights & Programs to join our Consumer Protection team. In this role you will be responsible for overseeing a CX program designed to balance the needs and expectations of consumers while also ensuring that their personal information and identities are protected.
Key Responsibilities:
- Journey Mapping and Persona Building: Creating artifacts about the customer journey and experience as it relates to Consumer Protection that bring visibility to the end-to-end customer experience, highlight moments that matter and pain points, and influence process and technology improvements
- Quantitative and Qualitative Data Analysis: Identifying key themes and trends in customer feedback, uncovering custom experience impediments through deep dive analyses of behavioral data, and providing cross-functional teams with actionable insights that can be used to prioritize enhancements
- Industry Insights: Staying up-to-date with industry trends and best practices in Consumer Protection programs, and applying this knowledge to continuously improve our program
- Program amd Project Management: Partnering across the organization to understand the impact to the Consumer Protection program of upcoming business priorities, communicate potential risks or considerations, and influence decision making Coordinating with Consumer Protection team members to execute on interdependent and large-scale projects
- Communication and Storytelling: Organizing and presenting information to bring the consumer to life in both formal and informal presentations to large and small groups, to both technical and non-technical audiences; providing weekly, monthly, and quarterly insight reports to stakeholders and leadership; tracking key performance indicators (KPIs) to measure the impact of the program
Education and Experience:
- Bachelor's Degree or above
- At least 5+ years of experience in a program management role, with a focus on customer experience and analytics
- Minimum 2+ years of Wireless/Telecommunications Experience
Skills and Qualifications:
- Excellent verbal, written, visual, and storytelling communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders
- Strong analytical and problem-solving skills, with experience in data analysis and interpretation
- Experience with data visualization tools and techniques
- Experience influencing and driving strategic, cross-functional initiatives within large organizations
- Experience in process improvement
We hope you are excited about everything you read so far. We highly encourage you to apply for this position, even if you feel you do not meet all the requirements.
Visa sponsorship not available for this role
Salary Ranges
Compensation: $110,110.00/Year - $157,300.00/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.