Business Operations Manager - Non-Subscriber

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.

A successful Business Operations Manager will have the following:

• Ability to lead team of analysts toward objectives & deliver operational results as well as develop team members’ skills and address opportunities to enable team success
• Excellent written and verbal communication skills with the ability to write reports, business correspondence, and procedure documents related to area of business
• Strong customer service and team work; 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. 
• A bachelor's degree and 3+ years of relevant experience; or equivalent combination of education and experience
• Ability to define problems, collect data, establish facts, and draw valid conclusions

Our Non-subscriber Manager acts as a liaison between our In-Home Services (IHS) teams and our Triage Agents, primarily focused on our non-Satellite TV fulfillment services.  This role combines technical skills (data analysis, process improvement, overall program efficiency monitoring), with soft skills (internal/external communication, interdepartmental collaboration, significant organization) to support this growing aspect of our business!

You’ll be working externally with our various vendors to understand their needs and help provide real-time fixes or alterations to current processes, and internally to help apply the changes and technology needed to exceed our customers expectations.

Primary job functions include:

• Influence smart business decisions through analysis of business procedures and ROI.
• Work with Customer Experience Operations (CXO) non-subscriber support agents to optimize operational deliverables.
• Develop field performance and maintain metrics that support business goals and strategy.
• Continuously seek areas to improve processes.
• Educate team members on best business practices and policies.