Manager III, IVR & Chat - DISH

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
We're seeking a strategic, customer-first leader to modernize and elevate our IVR and Chat platforms for the DISH business. As the Manager of IVR & Chat, you will lead efforts to modernize and optimize our core self-service support channels, ensuring customers can quickly and confidently resolve their needs through intuitive, efficient experiences.
Key Responsibilities:

• Bridge the gap between customer expectations and business objectives
• Analyze customer behavior and identify friction points
• Implement innovative solutions, including AI and cloud-based technologies
• Focus on delivering seamless interactions
• Boost customer satisfaction and elevate overall support efficiency
• Shape the future of customer experience at DISH
• Gain high visibility and impact across the organization

Skills, Experience and Requirements
Education and Experience:

• Experienced product manager with a proven track record of success in IVR and chat
• Experience operating within the agile product development methodology
• Strong analytical and strategic thinking skills with a customer-first mindset
• Experience working across diverse teams and functions to deliver high-quality results
• Comfort with technology, including AI applications and cloud-based architecture
• Ability to present ideas and performance insights clearly and confidently
• Hands-on experience in Contact Center as a Service (CCaaS) environments; AWS experience is a plus

Skills and Qualifications:

• Analyze & Improve: Understand how customers and agents interact with support systems
• Use data and insights to enhance self-service capabilities and streamline issue resolution
• Lead & Develop Talent: Manage and mentor a team of product managers, fostering growth, accountability, and a strong product mindset. Empower them to deliver solutions that meet customer and business needs
• Drive Cross-Functional Collaboration: Work closely with CXO, Sales, Retention, and IT to align priorities, gather feedback, and drive meaningful improvements across support platforms
• Own Channel Economics: Oversee budget and cost optimization efforts. Make smart, data-driven decisions to balance innovation with operational efficiency
• Shape the Strategy: Define and evolve the roadmap for the IVR and Chat platforms, ensuring alignment with both business goals and customer expectations
• Innovate with Purpose: Stay on top of industry trends and emerging technologies to guide channel evolution and maintain competitive advantage
• Influence Through Insight: Use analytics and storytelling to communicate priorities, gain buy-in, and drive action across teams
• Execute for Impact: Manage multiple initiatives with a clear focus on outcomes, consistently delivering high-quality results

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.