Program Manager II, Customer Experience Advanced Tools and Processes

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 are seeking a highly motivated and skilled Program Manager to join our Customer Experience Organization (CXO) and play a pivotal role in elevating the Boost Mobile user experience. The Resolutions, Advanced Processes and Tools team within Customer Experience Operations is essential in understanding and resolving suboptimal customer experience pain points for the Boost Mobile brand through deep data analysis; creative solutioning; product ownership; and cross-functional consensus-building around excellent customer experiences. This role offers a unique opportunity to drive strategic initiatives that improve operational efficiency, resolve pain points, and create a best-in-class experience for both our customers and agents.
Ideal candidates will have experience with product ownership, SQL, data analysis, business rule documentation, running end-to-end customer experience programs, and executive leadership communication.
Key Responsibilities:

• Product Ownership of Advanced Resolution Tools: Own, understand and advocate for improved functionality for the tools and resources advanced support agents use to resolve complex customer issues real-time; understand what functionality is needed at the advanced agent level and what could be improved at the frontline agent level
• Business Rule Documentation: Implement best practices for documenting enterprise-wide business rules and making them accessible to all relevant stakeholders so they can be easily understood, actioned on and updated

• Executive Leadership Communication : Present findings, recommendations, business rules, and proposals to executive level leadership, including up through the EVP level

• Technical Investigation & Deep Dives: Conduct in-depth research and investigation into customer escalations to identify systemic or process pain points; this involves analyzing customer contacts, reviewing incidents and support tickets, and collaborating with cross-functional teams to pinpoint the root causes of issues; once identified, advocate for and implement solutions that enhance the user experience
• Process Mapping: Facilitate process mapping workshops that bring together stakeholders from different departments to visualize and analyze existing workflows; this involves documenting each step in a process, identifying bottlenecks or inefficiencies, and proposing optimizations to streamline operations and improve the user experience; collaborate with process owners to implement these changes and measure their impact on key performance indicators
• Project Feasibility Analysis: Evaluate proposed projects and enhancements to determine their feasibility and alignment with business goals; this involves assessing the technical requirements, resource availability, and potential impact on the user experience; if existing solutions are available, work with relevant teams to integrate them into the application roadmap; if solutions don't exist, collaborate with cross-functional teams across the business (e.g., product management, engineering, design) to develop and implement new solutions
• User Feedback/Insights: Hold roundtable discussions with agents to gather feedback on the user experience; this involves actively listening to agent concerns, soliciting feedback on specific features or processes, and identifying recurring themes or pain points; additionally, analyze customer satisfaction surveys and other feedback channels to gain a comprehensive understanding of user sentiment; use these insights to inform solutions that address the issues and improve overall satisfaction

Skills, Experience and Requirements
Education and Experience:

• Bachelor's degree in a technical or business discipline or proven experience in program/project management or similar role. An equivalent combination of education and experience is acceptable. MBA/advanced degree preferred
• Basic experience with SQL is required

Skills and Qualifications:

• Ability to influence and present at the executive leadership level
• Ability to pull and interpret data to inform decision-making and measure success
• Ability to collaborate effectively with cross-functional teams including developers, business analysts, project managers, and customer support to identify and advocate for process improvements
• Strong technical acumen and ability to understand complex systems
• Ability to drive change and influence stakeholders
• A passion for customer experience and a commitment to continuous improvement

Visa sponsorship is 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.