Senior Analyst - CX 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 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
Candidates must be willing to participate in at least one in-person interview.
You will solve the complex challenge of maintaining Pay TV service stability during critical software updates and product launches. As a Senior Analyst, you act as the bridge between Engineering and In-Home Services to reduce customer friction and simplify technical workflows. Your leadership ensures that every release is seamless, protecting the customer experience while driving long-term technical innovation across the enterprise.
What Success Looks Like (Objectives)

• Drive enterprise-wide stability by diagnosing root causes of complex system issues across satellite and wireless signal paths.
• Lead the strategic release management process, conducting post-launch audits to ensure operational readiness for all customer-facing teams.
• Architect predictive monitoring dashboards and proactive escalation protocols to identify emerging technical trends before they impact users.
• Transform agent workflows by advocating for advanced data integration that simplifies the customer and agent experience during support interactions.
• Mentor junior analysts to elevate the team's technical agility and analytical depth through structured peer reviews and training.
• Implement large-scale AI and automation initiatives that optimize application functionality and decrease the mean time-to-resolution for critical issues.

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

• Expert analytical acumen in synthesizing complex technical issues into actionable, customer-centric insights across diverse data sources.
• Advanced technical mastery of Direct Broadcast Satellite (DBS) technology and wireless/wired signal paths to resolve enterprise-level system failures.
• Strategic proficiency in executive communication, specifically the ability to translate technical data for Senior Management and VP-level stakeholders.
• Professional expertise in workflow architecture and the refinement of high-quality standards within rapidly changing technical environments.
• AI Innovation skills focused on applying large-scale automation and machine learning to optimize application functionality and reduce issue impact.
• Operational resilience and the ability to prioritize high-visibility tasks while providing "white-glove" service to enterprise partners.
• Critical Experience leading cross-functional troubleshooting efforts and mentoring technical teams through high-pressure software release cycles.

Minimum Requirements

• Bachelor's Degree in a quantitative field (e.g., Math, Science, Business Analytics) or equivalent relevant experience.
• 2+ years of experience in call center operations, business operations, or a quantitative analytical role.
• Proven experience leading projects or mentoring teams in a high-pressure environment.
• Advanced quantitative and qualitative skills with experience in symbolic reasoning and root cause diagnosis.

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 )