• Business Operations Analyst — Modeling & Analytics

    Location US-CO-Englewood
    Job ID
    Customer Service Center (CSC)
  • Summary

    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 is committed to being #1 in customer experience. The Customer Experience (CX) Insights team supports DISH in achieving this goal through its evaluation and analysis of critical customer journeys. A core component of the CX Insights team is the Voice of the Customer (VoC) program. This program builds rich insights by capturing experiential feedback throughout the customer life cycle. As a Business Operations Analyst, you will join a high performing group that is empowered to create a world class customer experience.


    The desired candidate will guide the development of innovative research and survey methodology to provide actionable insight. Additionally, she/he will build relationships with cross-functional partners and use personal influence to gather support and create organizational buy-in. 


    Primary responsibilities for the position include:

    • Develop findings into compelling narratives and deliver operational value through analysis and optimization, continuously improving processes
    • Identify and prioritize opportunities and inefficiencies in processes; develop solutions to address root causes
    • Perform prescriptive analytics and ad-hoc analyses in a timely manner to provide not just data, but insights, as well as recommend actions to executives and senior managers (both internal and external to the department); Work continuously with internal business partners to drive the implementation of solutions and measure the impact of those solutions
    • Utilize design principles such as persona development, journey mapping, agile methodology, customer co-design, and “how might we?” thinking to fulfill project objectives.

    Skills - Experience and Requirements

    A successful Business Operations Analyst on the CX Insights team will have the following: 

    • At least a BS (MS or MBA preferred) in a quantitative field
      • Examples include (but are not limited to): Operations Research, Finance, Applied Mathematics and Statistics, Computer Science, Management Sciences, Data Science, Industrial Engineering, or other related disciplines
      • Individuals with multidisciplinary skill sets are strongly encouraged to apply
    • Capacity to retrieve and investigate data in SQL
    • Expertise in a variety of statistical techniques (preferred) (e.g. factor analysis, text / data mining, decision trees, discriminate analysis, logistic regression, clustering, etc.) and the ability to distil insights with limited direction and structure
    • Excellent communication skills, both verbal and written; ability to articulate and present vision or concepts that educate and influence higher level thinking; ability to integrate multiple viewpoints and synthesize key messages into high-impact communications
    • Proficient at defining and documenting processes for the business “to be” and “as is” inclusive of task and objective workflows; conducts ongoing audits to validate process successes and define requirements for needed enhancements to processes


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