Head of Wholesale Operations Analytics

4 weeks ago

LITTLETON CO, United States DISH Network Full time

Department SummaryAt Boost Mobile, we deliver value without compromise, continually redefining what’s possible from a mobile carrier for more than 9 million customers. We are setting our sights on competing in the prepaid and postpaid retail wireless market as the nation’s fourth mobile carrier.Our wireless teams reimagine connectivity through new platforms, new business models and new ways of thinking. Together, we will draw on our legacies of disruption to change the way the world communicates.Job Duties and ResponsibilitiesThe Head of Customer Operations Analytics is responsible for leading a team of analysts in providing insights, analytics, and data-driven recommendations to optimize customer operations and enhance customer experiences. This strategic role involves leveraging data and analytics to drive operational efficiencies, improve customer satisfaction, and enable data-informed decision-making. The Head of Customer Operations Analytics collaborates with cross-functional teams to develop and execute analytics strategies, identify trends, and implement process improvements.Responsibilities:Analytics Strategy and Planning:Develop and execute a comprehensive analytics strategy for customer operations, aligning with the organization's goals and objectives.Identify key performance indicators (KPIs) and metrics to measure customer operations effectiveness, efficiency, and customer satisfaction.Define data collection and reporting requirements, ensuring the availability of accurate and reliable data for analysis.Team Leadership and Management:Lead and manage a team of analysts, providing guidance, mentoring, and support in conducting data analysis, modeling, and reporting.Set clear goals and performance expectations for the team, monitor individual and team performance, and provide regular feedback and coaching.Foster a culture of data-driven decision-making, collaboration, and continuous learning within the team.Data Analysis and Insights:Analyze customer operations data to identify trends, patterns, and insights that impact customer satisfaction, operational performance, and business outcomes.Develop and maintain dashboards, reports, and data visualizations to communicate key findings and performance metrics to stakeholders.Provide actionable recommendations based on data analysis to drive process improvements, optimize resource allocation, and enhance customer experiences.Cross-functional Collaboration:Collaborate with cross-functional teams, including customer support, product management, marketing, and IT, to gather data, align priorities, and implement analytics initiatives.Work closely with business stakeholders to understand their needs, provide analytical support, and present insights that influence strategic decision-making.Partner with IT teams to ensure data integrity, data governance, and efficient data management practices.Process Improvement and Optimization:Identify opportunities to streamline customer operations processes, improve efficiency, and enhance customer experiences through data analysis and process optimization techniques.Implement and track performance improvement initiatives, ensuring alignment with organizational goals and objectives.Monitor industry trends, best practices, and emerging technologies in customer operations analytics, and recommend innovative solutions to enhance operational effectiveness.Stakeholder Communication and Reporting:Prepare and deliver clear and concise reports, presentations, and recommendations to senior management and stakeholders, highlighting key insights and performance metrics.Collaborate with stakeholders to understand their reporting and analytics needs, and develop customized reporting solutions to meet those requirements.Communicate complex analytical concepts and findings to non-technical audiences in a compelling and understandable manner.Stay up-to-date with the latest trends and best practices in customer experience analytics and insightsSkills, Experience and RequirementsBachelor's degree in Business Analytics, Statistics, Data Science, or a related field. Master's degree is preferred.Experience with wireless and telecom service is strongly preferredProven experience in analytics, data analysis, and reporting, preferably in a telecom operations or service operations role.Strong leadership and people management skills, with the ability to inspire and motivate a team.Proficiency in data analysis tools and programming languages (e.g., SQL, Python, R) to manipulate, analyze, and visualize data.Experience with data visualization tools (e.g., Tableau, Power BI) to create compelling visualizations and dashboards.Strong analytical and problem-solving skills, with the ability to draw insights from complex data sets and translate them into actionable recommendations.Excellent communication and presentation skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.Knowledge of customer support processes, network operations, and customer success management is a plus.Familiarity with customer experience metrics (e.g., CSAT, NPS) and customer feedback analysis methodologies.Familiarity with customer and operations ticketing systems is a plus.Strong project management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines.Knowledge of data governance, data quality, and data privacy principles.Ability to stay updated with industry trends, emerging technologies, and best practices in customer operations analytics.#LI-LD1Salary Range Compensation: $115,500.00/Year - $190,000.00/Year Compensation and BenefitsWe also 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.

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