DISH
Product Manager - Contact Channel Product Insights
DISH, Englewood, Colorado, us, 80151
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 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
Key Responsibilities:Asks the right questions and knows how to derive meaningful insights from data; uses that ability to identify problems, trends, and opportunities across the IVR and chat experienceWorks with product managers to help them drive strategic focus that will tangibly impact KPIs; plays a proactive role in finding opportunities and initiating fixesStays up to date on business processes, products and priorities; aware of how business updates impact customer behavior and experience on the platformsUnderstands 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 winUses data to tell a compelling story and is comfortable communicating and presenting that story to large and varied audiencesCollaborates 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
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 experienceSkills and Qualifications:Experience using SQL (or similar) to pull data and create meaningful insightsExperience operating within the agile development methodologyKnowledge of digital technology and vendorsAbility to interact with and communicate effectively with a large spectrum of different stakeholders, including IT personnel, senior business executives, and technology vendorsSelf-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 managementAction oriented; can be counted on to exceed goals successfully; steadfastly pushes self and others for results
Salary Ranges
Compensation: $72,350.00/Year - $103,400.00/YearBenefits
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.
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 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
Key Responsibilities:Asks the right questions and knows how to derive meaningful insights from data; uses that ability to identify problems, trends, and opportunities across the IVR and chat experienceWorks with product managers to help them drive strategic focus that will tangibly impact KPIs; plays a proactive role in finding opportunities and initiating fixesStays up to date on business processes, products and priorities; aware of how business updates impact customer behavior and experience on the platformsUnderstands 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 winUses data to tell a compelling story and is comfortable communicating and presenting that story to large and varied audiencesCollaborates 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
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 experienceSkills and Qualifications:Experience using SQL (or similar) to pull data and create meaningful insightsExperience operating within the agile development methodologyKnowledge of digital technology and vendorsAbility to interact with and communicate effectively with a large spectrum of different stakeholders, including IT personnel, senior business executives, and technology vendorsSelf-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 managementAction oriented; can be counted on to exceed goals successfully; steadfastly pushes self and others for results
Salary Ranges
Compensation: $72,350.00/Year - $103,400.00/YearBenefits
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.