Senior Program Manager

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 strongly motivated Senior Program Manager to drive operational strategy within the Customer Experience Wireless Skill Management department. Our Wireless Skill Management team acts as Business Managers for thousands of agents, strategically defining skills, processes, and tool usage to improve the customer experience. The team lives at the junction of meeting the needs of a variety of business partners, coordinating execution with internal teams and ensuring our front-line agent teams have the resources to be successful while interacting with our customers.
Key Responsibilities:

• Conceptualize complete solutions and coordinate effective decision-making
• Manage program/project requirements, create designs, and provide documentation by utilizing Echostar specified tools and methodologies
• Maintain active participation in the initiation, planning, monitoring/controlling, and closing phases of initiatives
• Work with diverse teams across the organization to understand business objectives, plan and evaluate execution
• Communicate regularly with other managers, the Director, Vice president, Sr Vice President, Sr Managers and other designated contacts
• Stay current with changes with all lines of business, kpis and the needs of our internal customers and incorporate into project proposals
• Manage the planning, development, design, and implementation of assigned program, including tracking schedules, issues, tasks and team members
• Maintain standard practices and documentation to sustain programs
• Actively and consistently support efforts to simplify and enhance the customer experience and the agent experience across the multiple brands of EchoStar through process improvement
• Exercise expertise around products to provide Wireless SME support
• Collaborate through partnership with cross functional teams to execute policy and program changes to support EchoStar expansion
• Design and prioritize projects that drive CXO and Echostar strategic objectives
• Create, coordinate and implement solutions for complex problems by identifying the key decision-maker(s) and those to be informed; integrate regulatory and operational needs; perform cost/benefit analysis; provide full trade-off analysis
• Consciously create a workplace culture that is consistent with the overall organization and that emphasizes the identified mission, vision, guiding principles, and values of the organization
• Ensure adherence to master plans and schedules, develop solutions to program problems, and direct work of others assigned to program from various groups
• Influence team decisions by using a combination of data, observation, call listening, and agent feedback to discover and correct opportunities

Skills, Experience and Requirements
Education and Experience:

• A bachelor's degree or 5+ years of relevant experience

Skills and Qualifications:

• Ability to achieve excellent results while working with ambiguous scopes and constantly changing priorities
• Can create and deliver competitive and breakthrough strategies and plans in relation to customer service agent processes
• Self-motivation and ability to maintain a positive attitude in the most stressful situations
• Can anticipate future consequences and trends accurately
• Excellent written and verbal communication skills with the ability to write reports, business correspondence, and procedure documents related to training
• Excellent organizational and time management skills
• Delivers a technical message to a non-technical audience
• Ability to define problems, collect data, establish facts, draw valid conclusions, and implement solutions independently
• Some travel is standard for this role
• Project Management experience is required
• Wireless and/or customer service agent experience is preferred

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 )