Program Manager, CX Process Optimization

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 Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a first-of-its-kind 5G network, a passion for change and the power to drive it, we are the nation's fourth facilities-based wireless carrier and a new disruptive force in the market.
Job Duties and Responsibilities
The Program Manager, CX Process Optimization will play a crucial role in enhancing the Retail Wireless customer experience by focusing on process mapping, operational data analysis and cross-functional process improvements. This role will be responsible for analyzing end-to-end processes, identifying friction points, and driving initiatives to streamline operations and improve the customer journey. The program manager will collaborate closely with the VOC team, leveraging their insights to inform optimization efforts, and work with the PMO to ensure CX considerations are integrated into project planning and execution.
Key Responsibilities:

• Collaborate with cross-functional teams (e.g., Sales, Marketing, Product, Technology) to implement CX process improvements
• Facilitate meetings to gather input, drive alignment, and develop solutions
• Support the implementation of process changes, including communication, training, and documentation

• Work with the PMO to ensure CX impacts of planned enhancements and projects are identified, assessed, and addressed
• Provide input on project plans to ensure CX requirements are considered
• Monitor project implementation to ensure adherence to CX guidelines

• Map and analyze current operational processes across various customer touchpoints and journeys (e.g., activation, support, billing)
• Identify process inefficiencies, bottlenecks, and areas for improvement using operational data (e.g., transaction data, incident reports)
• Document current and future state process flows and identify key dependencies

• Review CX data to identify trends and assess impact
• Work with the incident management team to identify root causes of customer issues and drive preventative solutions
• Partner with the VOC team to integrate customer feedback and survey data with operational insights

Skills, Experience and Requirements
Education and Experience:

• Bachelor's degree in Business Administration, Operations Management, or a related field
• Experience in process improvement, business analysis, or a related field
• Experience with process mapping techniques

Skills and Qualifications:

• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Ability to facilitate meetings and drive consensus
• Detail-oriented with strong organizational skills
• Strong analytical and problem-solving skills, with a focus on operational data
• Excellent process analysis and design skills
• A focus on improving operational efficiency and customer experience

Visa sponsorship not available for this role
Salary Ranges
Compensation: $83,950.00/Year - $119,900.00/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.