Business Operations Manager III

Business Operations Manager

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. 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

As a Business Operations Manager for the Boost Issue Resolution team, your primary responsibility is leading a team of Resolution Specialists tasked with resolving complex and escalated customer issues surfaced by executives. Your team collaborates with various departments to address issues without a predetermined solution, shepherds each issue to resolution, closes the loop with customers, and composes post-mortem write-ups for escalations. Your team also reviews aging tickets daily and escalates to fix teams' leadership for resolution.

Key Responsibilities :

• Lead and develop individual contributors, building in-role expertise and a high-performance team culture.
• Establish and drive KPIs while reporting progress, goals, and outcomes to senior leadership.
• Build strong cross-functional relationships to resolve customer issues and deliver exceptional customer experiences.
• Stay current on changes to business rules, workflows, and tools, ensuring timely communication and readiness across the team.
• Hire, train, and develop team members throughout the talent lifecycle, fostering continuous growth and capability.
• Identify, design, and execute process improvement initiativesleveraging data, observations, feedback, and ticket reviewto enhance customer experience and protect brand reputation.
• Review aging tickets daily and engage senior management when acceptable progress is not made.

Skills, Experience and Requirements

Education and Experience :

Skills and Qualifications :

Salary Ranges

Compensation : $96,250.00 / Year - $137,500.00 / 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.