Senior Product Manager, Conversational AI (IVR & Chat)

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.
You will solve the challenge of scaling high-quality customer service by driving the strategy and optimization of our Conversational AI platforms. By leading the development of generative AI agents across IVR and Chat channels, you bridge the gap between complex natural language technologies and seamless user experiences. Your work directly influences customer satisfaction and operational efficiency by transforming how millions of users interact with our automated services.
What Success Looks Like (Objectives)

• Establish a multi-year product roadmap for IVR and Chat platforms that prioritizes high-impact customer needs and aligns with enterprise transformation goals
• Lead the deployment and iterative optimization of generative AI agents, ensuring dynamic, context-aware responses that increase self-service containment rates
• Architect a data curation strategy in partnership with engineering to improve AI model accuracy and intent recognition through high-quality training datasets
• Develop a robust performance dashboard to track and improve key indicators related to accuracy, containment, and efficiency across all conversational interfaces
• Partner with legal, compliance, and UX teams to implement governance policies and journey maps that ensure safe, customer-centric automated interactions
• Utilize advanced analytics and AI-driven testing methodologies to conduct A/B experiments, driving continuous improvements in dialogue flow effectiveness

Skills, Experience and Requirements
Core Skills and Competencies (What you'll bring)

• Expert-level understanding of generative AI principles, natural language processing (NLP), and the technical architecture of conversational AI platforms
• Specialized proficiency in prompt engineering and dialogue management to configure context-aware virtual assistants for both voice and text
• Proven ability to define long-term product vision and translate complex business requirements into prioritized technical roadmaps for AI-powered solutions
• Advanced capability in pulling and interpreting complex data sets from Snowflake, SQL, or Athena to inform data-driven product decisions
• Professional expertise in user experience (UX) principles for conversational interfaces, including speech recognition and text-to-speech optimization
• Strategic capacity for AI Innovation, applying emerging LLM capabilities and experimentation methodologies to solve intricate customer journey friction points
• Critical Experience leading the full lifecycle of complex AI product launches, from initial conception and training data management to post-launch optimization

Minimum Requirements

• Bachelor's degree in Computer Science, Linguistics, Business, Marketing, or a related technical field
• 5+ years of relevant experience in conversational AI product management
• Hands-on experience with NLU/NLP platforms and generative AI agent configuration
• Proficiency in SQL (Snowflake/Athena) for data extraction and analysis
• Experience with IVR design or chatbot optimization

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: EchoStar 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 )