EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
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 Contact Channel Optimization team works within the larger Customer Experience Operations (CXO) department. It is responsible for eliciting vision, scope, and requirements for the IVR and Chat self-service channels for Dish TV and Boost Mobile. The Product Analyst will focus on using product data to understand the customer experience and platform performance and leverage that data to inform improvement recommendations and long term product strategy. This individual will be an internal expert/advisor who must be able to lead cross-functionally and indirectly through influence and relationship building.
An ideal candidate will have experience working with large data sets, writing queries, and delivering insights and recommendations. They will have a proven track record of delivering results with a customer-centric mindset, analytical prowess, innovative attitude, and a collaborative spirit.
Key Responsibilities:
- Data Analysis: Asks the right questions and knows how to derive meaningful insights from multiple data sources (performance metrics, call listening, tableau, etc.); uses that ability to identify problems, trends, and opportunities across the IVR and Chat experience; works with product managers to help them drive strategic focus that will tangibly impact KPIs. Plays a proactive role in finding opportunities and initiating fixes
- Making Recommendations Based on Business & Technical Acumen: Stays up to date on business processes, products and priorities; aware of how business updates impact customer behavior and experience on the platforms; understands the big picture goals of the organization, of other departments, and how it all fits together; combines all of the above to identify and champion initiatives that put us in a position to win
- Communication & Presentation: Uses data to tell a compelling story and is comfortable communicating and presenting that story to large and varied audiences
- Collaboration and Leadership through Influence: Collaborates effectively with business partners, UX designers, and developers, indirectly leading the product teams to remain focused on the right priorities and working together towards common goals
- Executing and Delivering Results: Action oriented; can be counted on to exceed goals successfully; steadfastly pushes self and others for results
Skills, Experience and Requirements
Education and Experience:
- Bachelor's degree from four-year College or university; or at least four years related experience and/or training; or equivalent combination of education and experience
- Experience using SQL (or similar) to pull data and create meaningful insights
- Experience operating within the agile development methodology
Skills and Qualifications:
- Expert-level proficiency with Excel or Google Sheets
- Knowledge of digital technology and vendors
- Ability to interact with and communicate effectively with a large spectrum of different stakeholders, including IT personnel and senior business executives
- Self-starter who is comfortable dealing with ambiguity and working in a fast-paced, constantly changing environment while handling different situations and tasks with minimal direct oversight from management
Visa sponsorship not available for this role
Candidates must be willing to participate in at least one in-person on-site interview.
Salary Ranges
Compensation: $71,000.00/Year - $90,000.00/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.
