Business Operations Manager III

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
Candidates must be willing to participate in at least one in-person interview.
As a Business Operations Manager for the Boost Issue Resolution team, your primary responsibility is leading a team of Resolution Specialists tasked with resolving complex and escalated customer issues surfaced by executives. Your team collaborates with various departments to address issues without a predetermined solution, shepherds each issue to resolution, closes the loop with customers, and composes post-mortem write-ups for escalations. Your team also reviews aging tickets daily and escalates to fix teams' leadership for resolution.
Key Responsibilities:

• Lead and develop individual contributors, building in-role expertise and a high-performance team culture.
• Establish and drive KPIs while reporting progress, goals, and outcomes to senior leadership.
• Build strong cross-functional relationships to resolve customer issues and deliver exceptional customer experiences.
• Stay current on changes to business rules, workflows, and tools, ensuring timely communication and readiness across the team.
• Hire, train, and develop team members throughout the talent lifecycle, fostering continuous growth and capability.
• Identify, design, and execute process improvement initiatives-leveraging data, observations, feedback, and ticket review-to enhance customer experience and protect brand reputation.
• Review aging tickets daily and engage senior management when acceptable progress is not made.

Skills, Experience and Requirements
Education and Experience:

• Bachelor's degree from a four-year college or university, or at least six years related experience and/or training, or equivalent combination of education and experience
• Experience with Boost Mobile or Wireless Operations preferred

Skills and Qualifications:

• Demonstrated business acumen with strong wireless operations expertise and a deep understanding of business impacts.
• Proven track record building and leading high-performing teams through effective recruiting, coaching, training, and development.
• Strong financial acumen, sound business judgment, and confident decision-making in complex situations.
• Excellent interpersonal and cross-functional collaboration skills, with the ability to influence outcomes and present to senior leadership.
• Resourceful problem-solver able to creatively resolve complex issues and partner with leadership across departments for resolution.
• Progressive leadership experience driving business strategy in fast-paced environments, with flexibility to work varied hours, respond to escalations, and travel up to 25%.

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.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish )