• Business Operations Analyst – Customer Experience Technology

    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 Analyst on the Digital Customer Experience team is responsible for overseeing the ongoing evolution of DISH’s phone systems.  In this role, you will help shape the strategic direction for our phone system, in order to improve the experience of DISH’s customers, agents, and technicians.  You will work cross-functionally with business stakeholders, IT counterparts, and vendors to define opportunities, gather requirements, manage projects from ideation to implementation, and monitor the success of initiatives.  An ideal candidate will have a proven track record of delivering business solutions which build value for organizations.


    Primary responsibilities fall into the following categories:

    • Customer Experience – Actively searches for innovative ways to improve the call experience for our customers
    • Product Expertise – Serves as a subject matter expert and trusted resource for DISH’s phone systems
    • Process Improvement – Analyzes business and platform usage data, to identify trends and areas for improvement
    • Project Management – Manages the planning, design, and implementation of assigned projects with diverse business units across the company


    Skills - Experience and Requirements

    A successful Business Operations Analyst will have the following:

    • Bachelor's degree from four-year College or university; or at least four years related experience and/or training; or equivalent combination of education and experience
    • Adaptability in a constantly changing business landscape
    • Strong communication skills with a large spectrum of different stakeholders from IT personnel, senior business executives, and technology vendors
    • Ability to define problems, collect data, establish facts, and draw valid conclusions
    • Advocate for new technology to help create the best possible customer experience
    • Spanish fluency and/or SQL experience a plus, but not required


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