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Program Manager

1 month ago

Englewood, United States DISH Full time
Company Summary

DISH, an EchoStar company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products and now we are building America’s First Smart Network™.

Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile and GenMobile.

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 Program Manager - Wireless position will support the Wireless Skill Management Team within the larger CXO organization. As a Program Manager supporting Wireless Skills, you will be responsible for supporting agents and customers on millions of phone calls/chats per year. This team plays a key role in ensuring that Customer Experience Operations (CXO) agents have the proper resources to be successful in their jobs, and that customers are highly satisfied in their experience interacting with DISH.  Your role contributes directly to our company goals of #1 in Customer Experience, $1B in FCF, Growth, and Best Team. In this role, you will work frequently with the Business Releases team, as well as with partners in Field Operations, Tools and Intake, Knowledge Management, Training, Workforce, Retention, Reporting, IT, Programming, Wireless IMO, and others.

Key Responsibilities:

  • Conceptualize complete solutions and coordinate effective decision-making
  • Create or coordinate the 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 and hold the project team and management accountable for decision-making responsibilities
  • Analyze program/project requirements, create designs, and provide documentation by utilizing DISH 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
  • 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
  • Plan and implement systems that perform the work and fulfill the mission and the goals of the department efficiently and effectively, leading employees to meet organizational goals and managing employee performance
  • Ensure adherence to master plans and schedules, develop solutions to program problems, and direct work of others assigned to program from various groups
  • Manage the planning, development, design, and implementation of assigned program, including tracking schedules, issues, tasks and team members
  • Develop standard practices and documentation to sustain programs
  • Actively and consistently support efforts to simplify and enhance the customer experience across the multiple brands of Dish Wireless through root cause gap analysis and process improvement
  • Develop expertise around products to provide Wireless SME support
  • Influence training material by using a combination of data, observation, call listening, and agent feedback to discover and correct opportunities in current agent support material
  • Collaborate through partnership with cross functional teams to execute policy and program changes to support Dish Wireless expansion
  • Design, prioritize, and execute projects that drive CXO and DISH strategic objectives

Skills, Experience and Requirements

Education and Experience:

  • A bachelor's degree and 3+ years of relevant experience preferred

Skills and Qualifications:

  • Strategic Agility - Sees ahead clearly; can anticipate future consequences and trends accurately; has a broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans
  • Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty
  • Strong interpersonal skills, with proven success working cross-functionally across the CXO and other DISH/Sling departments to devise mutually acceptable solutions and influence change
  • Excellent written and verbal communication skills, including ability to write succinct updates for and present to Senior Leadership
  • Open to occasional travel to CXO sites

Salary Ranges

Compensation: $100,100.00/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.

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.