Senior Program Manager- Customer Experience Transformation

CO Salary Range: USD 83,950.00 - 119,900.00 per year

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 Gen Mobile.

Department Summary

Our Customer Experience Operations (CXO) teams excel at simplifying lives and helping communities get the most out of our services from DISH TV to Boost Mobile. Our agents are tuned in to the needs of our customers. That's why DISH has been named #1 in Customer Satisfaction by J.D. Power for six consecutive years.

Job Duties and Responsibilities

As a Senior Program Manager at DISH, you will conceptualize comprehensive solutions and coordinate effective decision-making for complex problems. Your role involves identifying key decision-makers, integrating regulatory and operational needs, and performing thorough cost/benefit and trade-off analyses. You will actively participate in all project phases, from initiation to closing, while collaborating with diverse teams to understand business objectives and ensure seamless execution. Utilizing DISH's specified tools and methodologies, you will analyze program requirements, create designs, and provide detailed documentation.

Key Responsibilities:

• 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

• Open to occasional travel to CXO sites

Skills, Experience and Requirements

Education and Experience:

• A bachelor's degree and 3 or more 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

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.