Experience Inc. Jobs

Company Summary

DISH, an EchoStar company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products and now we are building America’s First Smart Network™.

Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile and Gen Mobile.

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

This position is responsible for being a subject matter expert for all team processes, tools, and Boost Mobile Network systems, independently leading efforts that have a significant measurable impact across the wireless organization to improve troubleshooting individual customer issues, driving resolution for systemic issues, developing tool and process documentation for more efficient troubleshooting and issue resolution, and assisting in the project coordination and development of more junior employees.

In this role, you will be accountable for serving as the process and knowledge owner for connecting customer experience to the network systems and data. You will learn and apply new technical skills to support the interdepartmental objectives including: effectively communicating issues and operational improvements to executives and teaching others to become subject matter experts.

The position requires a willingness to be available outside of the traditional 9-5: This team covers shifts that span 18 hours/day, 7 days/week from 6am-10pm MT and provides support for services to customers 24x7x365. Anyone interested in applying should understand that you will have a primary shift that may include evenings and weekends, and you would sometimes be required to provide support or serve as a point of escalation over nights, weekends, and holidays.

Key Responsibilities:

• On-demand support to eliminate unexpected service impacts to our customers based on the needs of the business. (Our customers may include external customer accounts (B2B), customer service centers, technical support organizations, and executive management teams during network events and major outages.)

• Technical Documentation and Workflow: Demonstrate mastery in reading and developing, analyzing and interpreting technical data, professional journals, and governmental regulations, develop troubleshooting procedures, and executive-level documentation of technical information; develop scalable processes and workflows for new customer channels that efficiently leverage resources

• Subject Matter Expertise: Demonstrate mastery of all Echostar systems, internal and external team functions; deep technology of LTE networks, low level 4G and 5G technologies and mobile devices, and use your knowledge to troubleshoot with enterprise teams as part of a larger system or software pattern; show knowledge mastery of new hardware and software features in operations, issues, and resolutions with new products; proactively identify opportunities to fill knowledge gaps and effectively lead efforts to teach others and improve tools and resources for analysts

• Troubleshooting: Demonstrate mastery troubleshooting individual customer wireless issues and proactively leading teams across the enterprise to improve strategic short and long term resolutions; demonstrate mastery identifying issues and trends using multiple dashboards, maps, and alarming systems and triggers escalation processes as necessary; lead logistics and create tests on a variety of services, including creating and leading initiatives to improve services, products, and changes to internal dashboards or customer-facing applications

• Process & Systems Improvement: Demonstrate mastery creating and leading enterprise cross-functional efforts managing systems integration, improve application functionality and processes across teams that reduce occurrence and impact of issues, increase velocity of resolution, and improve systems that have a clear and significant impact on key enterprise goals and proactively identify issues before customers experience a negative impact

• Problem Solving: Demonstrate mastery defining problems clearly, collecting data, and using symbolic reasoning skills to derive insights and create sound recommendations and independently lead efforts across the enterprise

• Metric Goal Performance: Meet all qualitative and quantitative performance metrics and produce significant positive quantifiable impacts across the team for efficiency, quality, SLAs, and other processes

• Data Analysis and reporting: Demonstrate mastery pulling from various data sources to get a full understanding of the impact of issues on the business and the customer and inform stakeholders; lead others performing needs assessments and cost-benefit analyses to create and lead recommendations on potential process improvements and how we interpret what network data tells us about the customer experience; provide Executive level reporting on varying cadences that includes projections and analysis for complex projects that span across multiple departments

• Training Others and Task leadership: Provide onboarding leadership, coordination, and guidance to help all new analysts learn their functions and meet metric goals; provide task and project assignment and deliverable expectations to the team in partnership with and in absence of manager

Skills, Experience and Requirements

Education and Experience:

• BS in a quantitative field such as math, science, or business analytics or 1+ years of experience in data analytics

Skills and Qualifications:

• Excellent written and verbal communication skills, including championing messages to internal and external teams, with the ability to flex communication style for both technical and non-technical audiences, and creating and delivering presentations, project plans, and analysis to executive leadership across the enterprise

• Excellent white-glove customer service skills for internal and external partners including communicating with individual external customers to resolve highly complex and sensitive issues

• Mastery with collaborating across teams leading internal and external partners on service delivery issues and initiatives; managing intake process and commitments from team members, working across teams to deliver highly complex projects and influence solutions

• Experience creating and implementing successful innovative approaches to solving known problems

• Proven ability to drive multiple complex initiatives and projects concurrently

• Strong quantitative and qualitative analytical skills with the ability to interpret complex technical issues and customer needs

• Excellent attention to detail in a fast-paced environment

• Strong communication skills, capable of conveying complex technical information to non-technical stakeholders

• Ability to learn quickly, prioritize, and work under pressure in an ambiguous and rapidly changing environment

• Proactive and self-motivated with a customer-centric mindset

• Experience working with case management applications in the wireless industry

• Knowledge of LTE networks, 4G and 5G technologies and mobile devices

• Experience interacting across multiple departments and senior leadership to fix issues

• Experience teaching technical concepts

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.

We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer - Veteran/Disability. 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. We are a true merit-based organization and work hard so there are no artificial barriers to one's potential success. DISH is committed to a workforce where everyone's opportunities are limitless.

Consistent with this commitment, DISH will endeavor to 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 the employee or others, or is otherwise not required by law.