SR. BUSINESS OPERATIONS MANAGER - RETAIL WIRELESS - NATIONAL ACCOUNTS

Company SummaryDISH, 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 SummaryOur 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 ResponsibilitiesAs a senior leader, you will be responsible for developing the comprehensive agent support strategy for our third-party partners. Your team's primary focus will be on designing processes to deliver outstanding customer experiences (CX) through agent support, aligning capability roadmaps to meet business needs, reducing customer contact rates, and acting as a liaison between the CXO and other departments.The Strategy & Skills team leads the charge within CXO, defining optimal agent processes, identifying training needs, enhancing system capabilities, and managing call skilling. By being deeply involved in key planning sessions across all retail wireless brands, you will be at the intersection of customer care, brand strategy, and technology teams, guiding the growth of these brands.Embracing the DISH Adventure is crucial in this role. With an entrepreneurial mindset, DISH is positioned to disrupt the wireless industry. Success in this endeavor requires quick action and the ability to seize new opportunities while meeting various regulatory, financial, and contractual benchmarks. Managing change effectively is essential for steering the team toward success. Often, creative and agile solutions are needed to keep pace with the dynamic business environment. Some travel may be required.Key Responsibilities:Strategic Planning and Execution: Develop and implement comprehensive solutions for complex problems, ensuring alignment with strategic objectives and managing the planning, development, and execution of programsStakeholder Communication: Collaborate with cross-departmental teams and external teams, building trust and influence; represent CXO in key planning activities, determine agent care needs, and align on resource prioritiesProcess Improvement: Conduct analysis to enhance customer experience and streamline operations, while staying current with business changes and internal needsTeam Leadership: Foster a positive workplace culture, manage team performance, and develop practices to support departmental goals and organizational valuesTraining and Development: Utilize data and feedback to improve training materials and support agent performanceSkills, Experience and RequirementsEducation and Experience:Bachelor's degree from a four-year college or university5+ years of experience managing large teams with a broad scopeSkills and Qualifications:Initiative and self-motivation to undertake or continue tasks with minimal supervisionAbility to work with cross-functional teams to perform process analysis, improvement, and implementation on a national scaleExceptional analytical, creative, technical project management, and interpersonal skills, with a strong customer focusSalary RangesCompensation: $110,110.00/Year - $157,300.00/Year BenefitsWe 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. Job type: FULL TIMECategories: Customer Service