DISH

  • Head of Customer Experience Strategy - Sling TV

    Location US-CO-Englewood
    Job ID
    2018-44614
    Category
    Sling
  • Summary

    Sling_logo

    Sling TV L.L.C. provides an over-the-top (internet delivered) television experience on TVs, tablets, gaming consoles, computers, smartphones, smart TVs and other streaming devices. Distributed across a variety of strategic device partners, including Google, Amazon, Apple TV, Microsoft, Roku, Samsung, LG, Comcast, and many others, Sling TV offers two primary domestic streaming services that collectively include more than 100 channels of top content. Featured programmers include Disney/ESPN, Fox, NBC, HBO, AMC, A&E, EPIX, Cinemax, Starz, NFL Network, NBA TV, NHL Networks, Pac-12 Networks, Hallmark, Viacom, and more. For Spanish-speaking customers, Sling Latino offers a suite of standalone and extra Spanish-programming packages tailored to the U S. Hispanic market.  And for those seeking International content, Sling International currently provides more than 300 channels in 20 languages (available across multiple devices) to U.S. households. 

     

    Sling TV is the #1 Live TV Streaming Service  Sling TV is a next-generation service that meets the entertainment needs of today’s contemporary viewers. Visit www.Sling.com. 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.

    Job Duties and Responsibilities

    The Opportunity:

    Television is at an inflection point. This is your chance to be a part of a startup team that is transforming entertainment by changing the perception of what television is and how it can be enjoyed. Driven by the broad appeal of being able to watch live sports, movies and shows anywhere, anytime, Sling TV is the first provider of live television over the internet to multiple devices in your home or outside. We changed the entire industry on how live TV is consumed and we are starting on a second revolution to bring the best of media consumption (live tv and on demand) to consumers.

     

    The Role:

    We are seeking passionate, energetic and flexible individuals to join the team as Manager for our customer experience strategy and operations readiness team. The individual will be responsible for the customer experience strategy for the company across customer touch points (in app, online and contact centers). They should seek to redefine the industry standards and practices in order to create high quality, best in class customer experience. S/he should be comfortable working autonomously in a fast paced environment, taking the initiative, managing multiple requirements and working to find creative solutions.

     

    The Responsibilities:

    • Strategize and execute on customer experience strategy to enable care to be a differentiator for the company. Maintain care strategy roadmap and performance measurement metrics
    • Be the voice of the customer in the entire company by bringing a customer first attitude to every conversation and initiative in the company
    • Study and understand best in class care practices being implemented in the industry and across all industries all over the world
    • Partner with the customer service centers to execute on the aspects of the care strategy
    • Partner with and influence other groups in the company (product, IT, marketing) to implement care strategy and customer first experience in upstream initiatives
    • Work to ensure implementation of metrics to measure care performance that is in line with the strategy to meet budget
    • Participate in defining, designing and constantly improving the proactive customer experience

    Skills - Experience and Requirements

    A successful Strategy Manager will have the following:

    • Bachelors degree from four year college or university AND 4 – 6 years of relevant work experience OR a combination of education and work experience.
    • Preferred Qualification – Bachelors degree + MBA + 6 years of work experience
    • Strong communication skills to communicate effectively with senior executives and other business units to form strong cross org and cross enterprise wide relationships  
    • Experience in strategizing and implementing best in class customer experience products and processes
    • Experience managing teams and driving care related product definitions for a product that thousands of customers will use every day
    • Available to travel nationally interact and gather feedback from front lines for upto 10% of the time
    • Strong collaborative/ team work skills; a problem solver with a results orientation  
    • Attention to detail and ability to work with numbers and data to produce meaningful insights
    • Passion for TV, technology and being a part of something that will redefine the future

     

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