Senior Product Manager, CX Insights

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
The Customer Experience Transformation (CXT) department is seeking a driven, analytically-minded Senior Product Manager to lead the evolution of our conversational analytics and customer insights platform. CXT's mission is to deliver a five-star care experience by leveraging AI to surface actionable insights from voice interactions at scale.
In this role you will be responsible for the strategic oversight and continuous optimization of our conversational analytics platform. You will collaborate cross-functionally to identify and define business requirements, drive adoption of natural language processing (NLP) capabilities, and translate conversational data into measurable business outcomes.
This role is critical in enabling the Voice of the Customer team to move beyond surveys, using actual conversations to identify emerging issues, trends, and sentiment across the customer journey. You will collaborate with both internal stakeholders and external partners, participating in roadmap planning, product reviews, and executive updates.
Key Responsibilities:

• Lead the design, deployment, and continuous enhancement of conversational analytics and NLP capabilities using Qualtrics, AWS, or similar platforms
• Collaborate with business stakeholders to define analytical use cases, build data pipelines, and deliver actionable insights derived from voice interactions and other unstructured data sources
• Architect and manage end-to-end workflows for processing, analyzing, and visualizing conversational data with a focus on sentiment, intent, and emerging themes
• Partner with data science and engineering teams to train and refine machine learning models for speech-to-text, sentiment analysis, and topic classification
• Own the administration and governance of NLP platforms, ensuring secure access, performance optimization, and data integrity
• Develop scalable, cloud-native dashboards and reports to track trends, KPIs, and outcomes of customer interactions

Skills, Experience and Requirements
Education and Experience:

• Bachelor's or Master's degree in Business Analytics, Data Science, or a related field
• 5+ years of experience in product management, data analytics, or cloud-based platforms with a focus on conversational intelligence or NLP
• 3+ years of experience implementing and managing cloud-based services and tools for speech analytics and natural language processing (NLP), including transcription, text analysis, and machine learning platforms

Skills and Qualifications:

• Proven experience with end-to-end conversational analytics workflows-from ingestion and processing to visualization and reporting
• Experience developing and optimizing dashboards using various BI and data visualization tools to support business decision-making
• Experience working with cross-functional teams to define business needs and translate conversational data into measurable outcomes

Visa sponsorship not available for this role
Candidates must be willing to participate in at least one in-person on-site interview.
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.
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 )