Senior Manager, Customer Experience 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
EchoStar is seeking a highly experienced and skilled Senior Manager, Customer Experience Insights, to join our Wireless Customer Experience team. In this role you will be responsible for overseeing the continued development and implementation of our Customer Experience Insights program, which aims to capture and analyze customer feedback from customer care interactions, surveys, social media, and additional sources to drive product and service improvements.
Key Responsibilities:

• Partner with cross-functional stakeholders to align surveys and VoC initiatives with business strategy, industry standards, and customer lifecycle moments
• Lead and coach a CX Insights team, managing workload, prioritization, collaboration, and development in customer analysis and storytelling
• Analyze end-to-end journeys and conduct deep dives to uncover pain points, opportunities, and impediments; prioritize improvements with stakeholders
• Develop and maintain dashboards, reports, and KPIs to track CX trends, measure VoC impact, and deliver insights on scheduled and ad hoc cadences
• Present insights effectively to technical and non-technical audiences, influencing executive decisions and embedding customer perspectives in strategy
• Stay current on retail wireless industry trends, competition, and internal processes to inform CX improvements and maintain thought leadership

Skills, Experience and Requirements
Education & Experience:

• Bachelor's Degree in Business and Statistical Analytics preferred
• 2+ years of people management experience, coaching & development skillset
• 5+ years of experience in a program management role, with a focus on customer experience and analytics
• 2+ years of Wireless/Telecommunications Experience

Skills and Qualifications:

• Excellent verbal, written, visual, and storytelling communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders
• Strong analytical and problem-solving skills, with experience in data analysis and interpretation
• Experience with data visualization tools and techniques
• Experience influencing and driving strategic, cross-functional initiatives within large organizations
• Experience in process improvement
• Experience using Qualtrics XM tools & methodology is preferred

Visa sponsorship not available for this role
Candidates must be willing to participate in at least one in-person interview.
Salary Ranges
Compensation: $110,110.00/Year - $157,300.00/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 )