Senior Program 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

Echostar is seeking a strongly motivated Senior Program Manager to drive operational strategy within the Customer Experience Wireless Skill Management department. Our Wireless Skill Management team acts as Business Managers for thousands of agents, strategically defining skills, processes, and tool usage to improve the customer experience. The team lives at the junction of meeting the needs of a variety of business partners, coordinating execution with internal teams and ensuring our front-line agent teams have the resources to be successful while interacting with our customers.

Primary job functions include :

• Conceptualize complete solutions and coordinate effective decision-making
• Manage program / project requirements, create designs, and provide documentation by utilizing Echostar specified tools and methodologies
• Maintain active participation in the initiation, planning, monitoring / controlling, and closing phases of initiatives
• Work with diverse teams across the organization to understand business objectives, plan and evaluate execution
• Communicate regularly with other managers, the Director, Vice president, Sr Vice President, Sr Managers and other designated contacts
• Stay current with changes with all lines of business, kpis and the needs of our internal customers and incorporate into project proposals
• Manage the planning, development, design, and implementation of assigned program, including tracking schedules, issues, tasks and team members
• Maintain standard practices and documentation to sustain programs
• Actively and consistently support efforts to simplify and enhance the customer experience and the agent experience across the multiple brands of EchoStar through process improvement
• Exercise expertise around products to provide Wireless SME support
• Collaborate through partnership with cross functional teams to execute policy and program changes to support EchoStar expansion
• Design and prioritize projects that drive CXO and Echostar strategic objectives
• Create, coordinate and implement solutions for complex problems by identifying the key decision-maker(s) and those to be informed; integrate regulatory and operational needs; perform cost / benefit analysis; provide full trade-off analysis
• Consciously create a workplace culture that is consistent with the overall organization and that emphasizes the identified mission, vision, guiding principles, and values of the organization
• Ensure adherence to master plans and schedules, develop solutions to program problems, and direct work of others assigned to program from various groups
• Influence team decisions by using a combination of data, observation, call listening, and agent feedback to discover and correct opportunities

Skills, Experience and Requirements

A successful Senior Program Manager in CXO Customer Service Wireless Skill Management will have the following :

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 : .

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.