Customer Resolutions and Incident Manager

Company Summary
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
Candidates must be willing to participate in at least one in-person interview.
The Customer Resolutions and Incident Manager, leads a team of program managers and specialists that remove friction between technology and a great customer experience. This manager is responsible for data analytics, testing and incident management to ensure the Wireless business maintains high-quality experiences for all users. The role works closely with multiple business and IT stakeholders to understand root issues impacting customers' experiences on their applications and services. The team is an expert in end-to-end device and application functionality and helps advocate for enhancements that help us create products customers love.
Key Responsibilities:

• Manage and mentor team members, guiding their day-to-day activities and helping to develop their skills and knowledge
• Develop expertise around products and functionality crucial to supporting customers as they interact with their Wireless provider
• Engage our business and IT partners to ensure resolution of key issues impacting customers
• Proactively identify issues and surface opportunities to improve applications, operations, communication, processes, etc. using data, testing and AI analytics
• Design and implement testing best-practices
• Interact with leadership and influence leadership decisions

Skills, Experience and Requirements
Education and Experience:

• Bachelor's degree preferred
• 3+ years experience data analytics, testing and/or incident management preferred
• 1+ years of experience in people leadership preferred

Skills and Qualifications:

• Ability to see 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; ability to leverage new technologies and tools
• Can effectively manage change; can shift gears comfortably; can decide and act without having the total picture; and can comfortably handle risk and uncertainty
• Strong interpersonal skills, with proven success working cross-functionally across the enterprise to devise mutually acceptable solutions
• Excellent written and verbal communication skills, including ability to write succinct updates for and present to Senior Leadership
• Open to occasional travel to CXO sites

Visa sponsorship not available for this role
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.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish )