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Senior Business Operations Analyst
2 months ago
DISH, an EchoStar Company, is seeking a highly skilled Senior Business Operations Analyst to join our team. As a key member of our Video Services team, you will play a critical role in delivering an award-winning TV experience to millions of customers.
Key Responsibilities:
- Identify emerging issues that affect our consumers, including incidents on user platforms, applications, call centers, business tools, and social media.
- Analyze current command center processes and procedures to make necessary changes for increased efficiency and cost savings.
- Lead the development of new alerting mechanisms using new tool sets, such as New Relic, Conviva, and AWS Call/Chat routing.
- Collaborate with other teams to build relationships and processes that drive business improvement.
- Effectively and efficiently solve problems in a team setting, with a focus on independent work in the Command Center.
- Maintain queries and tools used to analyze KPIs and improve the customer experience.
- Analyze and maintain dashboards and platform KPIs to enhance the customer experience.
- Serve as a subject matter expert on content, processes, and procedures.
- Assist in creating and maintaining SOPs within the Command Center team role.
- Recreate user problems to escalate and communicate with users to resolve issues promptly.
- Participate in defining, designing, and improving Command Center processes and procedures.
- Identify key stakeholders and collaborate to drive emerging issues to resolution.
- Communicate effectively across all levels of the organization, with a focus on timely and detailed communication.
- Translate business impact to other teams to help them understand the importance and customer impact.
Requirements:
- Bachelor's degree from a four-year college or university and 2+ years of work experience, or 4+ years of work experience, or a combination of education and work experience.
- Self-starter with the ability to be proactive with minimal supervision.
- Strong communication skills.
- Flexible and welcoming of change.
- Strong attention to detail.
- Excellent Excel/Sheets skills, including pivot tables and advanced formulas.
- Experience with reporting tools, such as Tableau, New Relic, and Conviva.
- Ability to understand complex information and summarize it into simple updates.
Compensation and Benefits:
We offer a competitive salary range of $72,350.00/Year - $103,400.00/Year, as well as versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan. Compensation is based on the role's location and is subject to change based on work location. Candidates must successfully complete a pre-employment screen, which may include a drug test and DMV check.
