Director of Performance Improvement

Location US-CO-Englewood
Job ID
DISH Network Services (DNS)


DISH is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service – Sling TV – that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.


Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.


We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. We’re looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story.


Opportunity is here. We are DISH.

Job Duties and Responsibilities

DISH's In-Home Services (IHS) team leads the charge in service, installation, and home automation solutions for the millions of our DISH customers across the nation. The IHS organization encompasses our employee technicians and third party service providers who help thousands of customers in the home every day. DISH is changing the way people communicate and IHS is the face of that change to our costomers!


The Director of Performance Improvement supports and drives the continued evolution of the business while ensuring we execute well on key initiatives. This person reports to the Vice President of Operations and leads a team of 25 while supporting the entire IHS organization. He/She is responsible for our Process Improvement, Analytics, Incentives, and Employee Communications teams.


Primary respinsibilities fall into the following categories:


  • Evaluates current business results for key initiatives and creates cross-functional improvement plans to achieve best-in-class results
  • Conducts reviews of operational processes to identify areas of opportunity and makes continuous improvements
  • Supports the launch of new business lines and product changes by establishing operational processes
  • Works cross-functionally with various team to support improvements in technology, processes, and tools
  • Current and future state mapping: creation of current/future state process mapping, including job shadowing, time studies, and data analysis
  • Ensure each business team receives relevant scorecards, dashboards, and ad-hoc reporting needed to run and grow the business
  • Partners with IT to apply business strategy while driving technology innovation, advancing short term and long term needs to ensure that the architecture can scale and evolve accordingly
  • Leads performance review sessions to communicate current results and teaches lessons learned throughout the organization
  • Identifies improvement opportunities: drives process improvement, program enhancements, and strategic alignment with business or other programs
  • Reviews employee incentive plans and recommends changes to improve employees experience and business results
  • Improves employee communication methods and platforms to create a more engaged workforce
  • Meets with various partners to understand best practices in the industry and how to apply them at Dish



Skills - Experience and Requirements

A successful Director of Performance Improvement will have the following:

  • Bachelor's degree (B. A.) from four-year college or university; and 5 years related experience including at least 4 years of Director level leadership experience; or equivalent combination of education and experience
  • Ability to effectively respond to and interact with all levels of organizational staff. Competencies include excellent presentation/facilitation, organizational, analytical, interpersonal and written/oral communication skills

  • Ability to work with mathematical concepts such as probability and statistical inference.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

  • Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical and non-technical instructions and deal with several abstract and concrete variables 


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