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
Beyond connecting customers to their favorite entertainment, our Video Services teams, powering DISH TV and Sling TV, deliver an award-winning TV experience to millions of customers. These dynamic teams are unwavering in their commitment to continuous innovation, ensuring the evolution of their products and the constant enhancement of the overall customer experience.
Job Duties and Responsibilities
As part of the Video Services Product Experience team you will help shape the future of streaming entertainment by developing a solid understanding of the customer journey and advocating for key improvements.
This position requires a highly motivated individual with solid technical and leadership capabilities to lead the Technical Operations team for Video Services. The goal of the team is to identify customer pain points, prioritize them, and work with relevant stakeholders to get them resolved.
The individual will report to the Head of Product Experience and interface regularly with executive leadership and cross-functional groups within the company. The individual will be responsible for managing a team of analysts dedicated to identifying, quantifying and tracking customer-facing issue s.
Key Responsibilities:
- Act as the primary advocate and point of contact regarding customer issues for product, engineering, and IT executives
- Manage a team of analysts dedicated to identifying, quantifying and tracking customer-facing issues
- Mentor and inspire the team, providing functional, technical, and strategic direction
- Design and deliver insights, and measurements through top-level KPI's and other process-based metrics and measurements
- Present data and recommendations to executive leadership on a regular basis
- Partner with the technology, data architecture teams, and business leads to ensure the right objectives are prioritized, the correct solutions are implemented, and customers satisfaction objectives are reached or exceeded
- Regularly collaborate and liaise with internal teams to ensure customer insight is at the forefront of all service functions and tools
- Develop and maintain relationships with key influencers within the organization
- Manage vendor relationships for stability tools
Skills, Experience and Requirements
Education and Experience
- Bachelor's degree from a four-year college or university, and engineering Degree is preferred
- 5+ years of telecom industry, wireless industry, or customer management (or relevant) experience
- 3+ years of managing people
- An equivalent combination of education and experience will be considered
Skills and Qualifications
- This position requires a highly motivated individual with solid technical and leadership capabilities
- You are customer-obsessed at heart and a problem solver
- You are someone who can easily talk to partners and customers, understand technologies, customer experiences, and end-to-end business processes
- Technical and systems knowledge in telecommunications and video streaming
- Leadership that builds motivated teams, relationships, and credibility as a trusted partner and doer
- Ability to communicate effectively on a regular cadence to senior executives on strategies, goals, and status across the customer experience
- Excellent written and verbal communication skills
- Ability to identify key stakeholders and develop a trusted relationship
- Ability to visualize data in order to tell a story
- Demonstrated proficiency in organizing and prioritizing workload to meet deadlines
- Ability to use software and technology to collect, organize, retrieve, maintain, and disseminate information
- Commitment to the Echostar culture of Curiosity, Pride, Adventure and Winning
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.
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.
What the Team is Saying
What We Do
For over 40 years, we’ve been challenging the status quo and evolving our company to anticipate opportunities for business growth, industry innovation and greater customer choice.
Recently, DISH and EchoStar successfully completed their merger, joining forces to deliver on our Vision: To Change the Way the World Communicates. Originally established as one company, in 2008, the two companies were spun off as separate entities and forged ahead so each could focus on and expand their unique capabilities. In that time as separate entities, our teams achieved remarkable milestones—launching satellites into space, connecting millions to their favorite entertainment and reimagining wireless communication.
As we merge our teams, we are strategically positioned for success, poised to emerge as a global leader in terrestrial and space connectivity. We are cleared for takeoff. Join us in a Connectivity Revolution.
Why Work With Us
At DISH, we work to create opportunity and cultivate an environment where people thrive. Between our brands, our partners, our teams and our customers, the opportunities are endless. Get started on your next career adventure with DISH!
Gallery
DISH, an EchoStar Company Teams
DISH, an EchoStar Company Offices
OnSite Workspace
All team members are in person at one of our DISH locations across the globe. DISH proudly calls Colorado home with several corporate offices in the Denver-Metro area and 4,000+ team members in the Denver-Metro area.
