DISH

  • Customer Experience Leader- Field Operations

    Location US-CO-Littleton | US-AZ-Phoenix | US-TX-Harlingen
    Job ID
    2018-44381
    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

    DISH's U.S.-based Customer Experience Operations Centers provide award-winning service to millions of customers throughout the nation. This role may be filled in any of our Phoenix, AZ, Harlingen, TX or our Denver site, which is located just 10 minutes from DISH’s headquarters.

     

    Our other loations include:

    • New York
    • Ohio
    • West Virginia
    • Arizona
    • Oklahoma
    • Texas
    • Work at Home

    The Customer Experience Leader – Field Operations will lead and manage all inbound technical support and customer service operations for the call center. This position will ensure continuous process and performance improvement throughout the Customer Experience Operations network by providing leadership, direction, and motivation to the workforce. Primary responsibilities are described below:

    • Managing vision and purpose – Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates milestones and strategies to rally support behind the vision; makes the vision sharable by everyone; can inspire and motivate entire units or organizations.
    • Strategic Agility – Sees ahead clearly; can anticipate future consequences and trends accurately; has a broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
    • Driving Change – Demonstrates the ability to recognize where change is needed; can create/drive change throughout the organization; implement changes through processes, behaviors, and cultural adjustments.
    • Interpersonal Savvy – Works well with superiors, peers, and employees, both inside and outside of the organization; builds appropriate rapport; builds constructive and effective relationships with corporate, and site business partners; able to interact, and build relationships in a dynamic environment with high exposure to executive levels at critical times

    #LI-KC1 Littleton, CO

    Skills - Experience and Requirements

    A successful Customer Experience Leader – Field Operations will have the following:

    • Bachelor's degree from four-year college or university; 8+ years related experience and 5+ years supervisory/management experience and/or training; or equivalent combination of education and experience
    • Excellent leadership, communication and presentation abilities, analytical and problem-solving skills, as well as experience with change management and vendor management
    • Experience managing a large volume of employees including both direct and indirect reports
    • Ability to effectively respond to and interact with all levels of the organizational staff as well as executive level
    • Flexible and innovative in a fast paced, growth-oriented, and time-critical environment

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