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.
Job Duties and Responsibilities
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DISH is seeking a candidate to join our Customer Experience Operations (CXO) team in the role of Customer Experience Leader, leading the El Paso Site & Consumer Protection Team. In this position, you will lead teams based in El Paso. Your team's responsibilities include identifying, mitigating, and preventing fraudulent activities related to new Boost Mobile activations, existing customer upgrades, and adding additional lines while maintaining an exceptional level of customer experience.
Key Responsibilities:
- Interfaces with other departments through written and verbal communications to resolve all customer situations
- Manages interdepartmental administrative functions
- Provides leadership, guidance, and direction to Coaches, Managers, and other business unit staff.
- Meets or exceeds performance goals
- Communicates effectively with internal staff and external company customers
- Engages in the typical responsibilities of a manager including planning, evaluating, controlling, and tracking against goals, budget, and timetables
- Travels, as required, to attend meetings and conduct company business
- Carries out supervisory responsibilities by the organization's policies and applicable laws
- Serves as the main site POC for groups such as TA, Facilities, IT, etc
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; ability to effectively deliver coaching and development
- Other duties as required; this list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position
Education and Experience:
- Bachelor's degree from a four-year college/university and two years related experience and/or training, and 1+ years of supervisory experience; or equivalent combination of education and experience (Internal candidates: Customer Experience Manager II / Business Operations Manager I or above)
Skills and Qualifications:
- Ability to work full-time on-site in our El Paso, TX location
- Advanced leadership qualities, with an ability to engage, mentor, develop, and motivate supervisory-level employees
- Expertise with wireless products, hardware, and business offerings
- The ability to build working relationships with all levels of the organization and across business units
- Must have the ability to analyze and interpret data for root-cause analysis identification and development of corrective action plans to drive business objectives and resolve common business problems
- Must have excellent planning / organizational, problem-solving, analytical, presentation, listening and oral/written communication, time management, and decision-making skills, as well as general math skills, preferably related to graphs, symbols, equations, etc
Visa sponsorship not available for this role
Salary Ranges
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. 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.