Customer Insights Product and Platform Manager

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
Key Responsibilities:

• Collaborate with stakeholders to develop and maintain dashboards, reports, and data visualizations to effectively communicate findings and insights from tools like Qualtrics, AWS, and similar Experience Management platforms
• Uncover emerging themes from experience management platforms to optimize existing business processes and identify opportunities for new ones
• Provide continuous management of the experience management platform including enabling new features, enhancing functionality, and driving adoption across the organization
• Partner with teams across the organization to refine and train AI, NLU, and ML models to ensure data optimization and accuracy
• Oversee platform administration, ensuring secure user access, proper permissions, and data integrity safeguards
• Contribute to the design, development, and delivery of listening programs, working with business stakeholders to ensure valuable insights are available to support decision making
• Leverage customer data management and marketing automation platforms, such as Adobe CDP or Redpoint, to segment audiences and enhance personalized marketing campaigns

Skills, Experience and Requirements
Education and Experience:

• Bachelor's or Master's degree in Computer Science, Data Analysis, or a related field
• 5+ years of experience in data analysis, customer experience research, product management or similar roles
• 5+ years of experience in product management particularly with customer experience management tools; Qualtrics, Salesforce, or AWS required
• 3+ years of experience managing vendor relationships and ROI of system and tool investments
• Proven track record of managing complex projects and delivering successful product outcomes

Preferred Skills and Qualifications:

• Proficient understanding of AI, NLU, and NLP technologies and capabilities
• Understanding of statistical analysis, research methodology, and data visualization
• Strong analytical, critical-thinking, listening, and organizational skills
• Excellent communication and interpersonal skills with the ability to collaborate effectively with stakeholders across the organization
• Experience with customer data management and marketing automation tools (Adobe CDP, Redpoint, etc.)

Visa sponsorship not available for this role
Salary Ranges
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. 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.