Customer Experience & Strategy Supervisor

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 excel at simplifying lives and helping communities get the most out of our services from DISH TV to Boost Mobile. Our agents are tuned in to the needs of our customers. That's why DISH has been named #1 in Customer Satisfaction by J.D. Power for six consecutive years.
Job Duties and Responsibilities
The Customer Experience & Strategy Supervisor is responsible for the direct day-to-day management, coaching, and performance of the Experience Specialist team. This team is integral to improving the agent experience and customer journey by providing expert feedback on tools, testing new processes, and documenting pain points derived from direct customer interactions. The Supervisor ensures the team delivers high-quality, actionable insights to key business stakeholders while managing essential daily operations. A core focus of this role involves developing frontline customer interaction skills, developing your team's ability to leverage AI integration, develop analytical skills for producing project data, building compelling project presentations, handling administrative tasks, and preparing the team for upward career mobility across the corporate landscape.
Key Responsibilities:

• Conduct regular one-on-one sessions, performance reviews, and calibrations to drive continuous professional development. Develop the team's live call skills while providing regular feedback on documentation so they can clearly formulate problem statements and suggest actionable solutions
• Manage team scheduling, adherence, and daily workflow. Ensure administrative duties-such as processing payroll, monitoring daily metrics, and tracking aux utilization-are completed efficiently to keep the team focused on priority projects
• Oversee the team's use & testing of Generative AI platforms and support tools to streamline data categorization, sentiment analysis, and documentation
• Oversee the team's testing of new processes (before and during implementation) to ensure it accurately represents the agent experience. Validate the accuracy and actionability of all documented insights before they are delivered to Skill Owners and Corporate Operations Managers
• Schedule and facilitate team participation in corporate training support activities, develop the quality of Experience Specialists side by side sessions, and roundtables with cross-functional partners to answer questions that drive the direction of agent and customer initiatives
• Support Experience Specialists in organizing and presenting findings from customer interactions to various audiences, including field leadership and executives, preparing them for future career mobility
• Lead, mentor, and coach a team of Experience Specialists, fostering a culture of ownership, experimentation, and self-starting curiosity aligned with our company values

Skills, Experience and Requirements
Education and Experience:

• High school diploma or equivalent required
• Minimum 3 years of customer service experience
• Minimum 1-2 years of direct supervisory or coaching experience leading a customer-facing or specialist team
• Proven experience in a role requiring the translation of customer interactions into documented insights and process improvement recommendations

Skills and Qualifications:

• Strong interpersonal skills with proven ability to lead, develop, and motivate a team of self-starters
• Detail-oriented with a strong understanding of complex business workflows, metric monitoring, and the ability to identify process inefficiencies
• Familiarity with AI productivity tools (e.g., ChatGPT, Claude, Gemini) and an understanding of how to leverage AI-assisted interfaces to increase day-to-day efficiencies, alongside an intermediate level of proficiency in Microsoft Office and/or G-suite applications.
• Basic analytical skills with the ability to clearly collect, organize, and disseminate information. Excellent verbal and written skills for presenting findings to various levels of the organization
• Must be flexible to accommodate changing business requirements and comfortable learning quickly through experimentation
• I ntermediate level of proficiency in Microsoft Office and/or G-suite applications
• Position is on-site and requires the employee to reside within drivable distance of the assigned office location

Visa sponsorship not available for this role
Salary Ranges
Compensation: $54,650.00/Year - $78,100.00/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: EchoStar 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. 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. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
EchoStar will 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 others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish )