VP, Wireless Technical Operations Director

4 days ago

Englewood, Colorado, United States DISH Full time
Company Overview

DISH is a leading provider of mobile services, delivering value to over nine million customers. Our teams are redefining connectivity through innovative platforms, business models, and thinking.

Job Summary

We are seeking a highly motivated individual to lead our Wireless Technical Operations organization. As a VP, Technical Operations, you will be customer-obsessed, a problem solver, and a leader who can effectively communicate with partners and customers.

Key Responsibilities
  • Manage and mentor a team of managers, providing functional, technical, and strategic direction.
  • Partner with functional owners and internal/external partners to define end-to-end tools and processes to solve complex issues affecting customer experience.
  • Build and lead the Wireless Technical Operations team responsible for porting and activation, MNO and partner MVNO ticket management, case management, and customer escalations.
  • Design and deliver insights and measurements through top-level KPIs and other process-based metrics and measurements.
  • Facilitate employee feedback programs that focus on customer experience and encourage employee engagement to improve customer interactions.
  • Partner with technology, data architecture teams, and business leads to ensure the right objectives are prioritized, the correct solutions are implemented, and customer satisfaction objectives are reached or exceeded.
  • Regularly collaborate and liaise with internal teams to ensure customer insight is at the forefront of all service functions and tools.
  • Develop and maintain relationships with key influencers within the organization.
  • Manage vendor relationships with key partners.
Requirements
  • Bachelor's degree in a technical or business discipline from a four-year college or university, and engineering degree preferred.
  • 10+ years of telecom industry, wireless industry, or customer management experience.
  • 10+ years of managing people.
  • Equivalent combination of education and experience considered.
Preferred Qualifications
  • BA/BS degree with emphasis on business administration, agribusiness, or equivalent.
  • 10+ years of experience in customer experience, IT, or system-based customer operations, or related fields.
  • Technical and systems knowledge in wireless.
  • Leadership that builds teams, relationships, and credibility as a trusted partner and doer.
  • Ability to communicate effectively on a regular cadence to senior executives on strategies, goals, and status across all customer regions.
  • Excellent people management skills, including the ability to influence a wide range of audiences across regions.
  • Understanding of telecom services, video subscription services, and related fields.
  • Expert knowledge of Customer Experience to anticipate a wide range of future CX needs and opportunities.
  • Strong verbal communication skills.
  • Exceptional interpersonal skills.
  • Demonstrated proficiency in organizing and prioritizing workload to meet deadlines.
  • Ability to use software and technology to collect, organize, retrieve, maintain, and disseminate information.
  • Willingness to travel 10-25%.
  • Commitment to the DISH culture of Curiosity, Pride, Adventure, and Winning.
Compensation and Benefits

We offer a competitive salary range of $200,000.00/year, 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.

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