Retention Operations Program Manager II

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 passion for change and the power to drive it, we continue to push boundaries and be a disruptive force in the market.
Job Duties and Responsibilities
Candidates must be willing to participate in at least one in-person interview.
The mobile industry is defined by rapid churn and intense competition, requiring constant vigilance to maintain customer loyalty across millions of subscribers. This role solves the challenge of translating high-level retention strategies into precise, cross-functional executions that prevent subscriber loss in real-time. By bridging the gap between data analytics and operational teams, the Program Manager ensures that every at-risk customer receives a personalized, effective intervention at the exact moment of need.
What Success Looks Like (Objectives)

• Orchestrate the end-to-end execution of multi-channel loyalty campaigns across SMS, email, and push notifications to drive measurable improvements in lifecycle health.
• Drive significant reductions in subscriber churn by translating strategic roadmaps into actionable workback schedules and clear team deliverables.
• Operationalize AI-driven "intent signals" to deliver real-time, automated interventions to customers identified as high-risk by data models.
• Serve as the primary liaison between Marketing, Customer Care, and IT to unblock technical hurdles and ensure retention programs run at peak performance.
• Monitor daily churn metrics and campaign performance to identify friction in the customer journey and implement immediate process improvements.
• Maintain a synchronized campaign calendar and comprehensive process documentation to ensure organizational agility and execution accuracy.

Skills, Experience and Requirements
Core Skills and Competencies (What you'll bring):

• AI literacy and the ability to bridge the gap between complex data science outputs and actionable customer retention tactics.
• A proven history of successfully navigating and managing high-visibility, cross-functional projects within fast-paced, high-volume industries.
• Exceptional collaborative influence to align disparate departments like Finance, IT, and Customer Care toward unified subscriber-growth goals.
• Sophisticated data interpretation skills to transform performance trends and unusual patterns into clear, strategic recommendations for executive leadership.
• Uncompromising attention to detail that ensures flawless alignment between high-level business logic and technical campaign execution.
• High operational urgency and the professional resilience to pivot priorities rapidly in response to aggressive competitive market shifts.

Minimum Requirements

• Minimum Education: Bachelor's Degree in Business, Marketing, or a related field.
• Minimum Experience: 3 years of experience in Program Management, Marketing Operations, or Customer Retention.
• Required Technical Skills: Must have at least 3 years of experience with:
  
  • Project management software (e.g., Hive, Jira, or similar tools).
  • Multichannel CRM platform execution (SMS, Email, and Push notifications).
  • Data visualization tools and dashboard management.

Visa sponsorship 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: 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 )