DISH

  • Business Operations Manager - Customer Service Tools Team

    Location US-CO-Englewood
    Job ID
    2018-43997
    Category
    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 for the Customer Experience Operations (CXO) department supports the tools our Customer Service agents utilize. Focusing on calls related to billing, programming, offers, and escalations, you will be responsible for ensuring content is delivered and presented via agent-facing tools in a way that optimizes the customer experience, while meeting company objectives. The tools you will manage include a workflow tool (Compass), a programming package solution engine (Bundle Calculator), and a recommendation engine.

     

     

    As the CXO Tools Business Operations Manager, you will support your team in working closely with our partners in CXO Skill Management, Retention Marketing, Programming, and IT to ensure content is updated in a timely and accurate manner to reflect changes to the business. You will also strategize with key stakeholders on how to develop & continuously improve tools. Ideal candidates must be self-motivated, curious, independent, focused and driven.

     

    Primary Responsibilities:

    • Oversee team of 2 analysts to understand upcoming business changes that will drive additions/changes to agent content
    • Prioritize and delegate content requests to ensure business needs are met
    • Conceptualize, strategize, and write requirements for the implementation of new tools
    • Continuously improve tools by measuring and analyzing agent performance
    • Gathering feedback from our agent population to understand opportunities; some travel may be required

    Skills - Experience and Requirements

    A successful Business Operations Manager will have the following qualifications:

    • Bachelor's Degree or equivalent from four-year College or technical school
    • Ability to lead team of analysts toward department goals by aligning them to company objectives, as well as, develop team members’ skills and address opportunities to enable team success
    • Strong customer service; ability to interact cross-functionally with various levels of employees and management
    • Ability to think logically and be able to analyze different parts of the problem at the same time and solve a variety of different business problems; strong Excel competency preferred
    • Excellent written and verbal communication skills with the ability to effectively present to senior leadership

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