• Business Operations Manager - Digital and Tools Teams

    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

    The Business Operations Manager position will lead the Digital Customer Care and CS Tools Teams within the CS / Sling Skill organization. As a Business  over these two groups, you and your teams play a key role in ensuring that CXO agents have the proper tools to be successful in their jobs, and that customers are highly satisfied in their experience interacting with DISH.  Your role contributes directly to our company goals of #1 in Customer Experience as well as Best Team.


    In both roles, you will work frequently with other managers on the CS and Sling skill teams, as well as with partners in IT, Retention, Programming, and others.


    Primary job functions include:

    • Support the manager and analysts on the Digital Team to ensure that we streamline tools and have the best technology in place to help our customers and agents to solve issues, and continue to focus on improving visibility with reporting so that we can accurately measure agent performance and customer experience
    • Support the manager and analysts on the Agent Tools Team in ensuring that the agent-facing tools we provide (including Compass, Recommendation Tool, and Bundle Calculator) enable agents to be successful in their jobs, and leverage the wealth of data that we get to improve these flows & tools
    • Partner effectively with the field to solicit feedback and advocate on behalf of agents for changes that will improve their experience
    • Think outside the box and work upstream to find creative solutions that contribute to DISH/CXO financial objectives by identifying methods to reduce ACT or call volume, or otherwise contribute to efficiency without sacrificing customer experience


    Skills - Experience and Requirements

    A successful Business Operations Manager will have the following:

    • Proven ability to lead a team of analysts, successfully delivering results and developing team members to their full potential; 2+ years managerial experience preferred
    • Ability to prioritize and handle unexpected requests, while maintaining focus on key objectives for the team
    • Strong interpersonal skills, with proven success working cross-functionally across the CXO and other DISH/Sling departments to devise mutually acceptable solutions
    • Excellent written and verbal communication skills, including ability to write succinct updates for and present to Senior Leadership
    • Open to occasional travel to CXO sites
    • A bachelor's degree and 3+ years of relevant experience


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