Social Media & Chat Care Strategy Manager

Company Summary

DISH, an EchoStar Company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products, and now we are building America’s First Smart Network™.

 

Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.

Department Summary

Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.

Job Duties and Responsibilities

This role will drive Social Media, Chat, and FinTech customer care strategy through leading a team of analysts. Our analyst team acts as managers for multiple businesses--strategically defining strategy, processes, and tool usage to improve the customer experience. The team lives at the junction of meeting the needs of a variety of business partners, coordinating execution with internal teams, and ensuring our front-line teams have the resources to be successful while interacting with our customers.

Key Responsibilities:

• Leading a team of analysts to create strategies that elevate Social Media, Chat, and FinTech customer care for multiple brands
• Hiring, training, and developing team members throughout their talent lifecycle
• Reporting on team progress and goals to senior leadership
• Supporting efforts to simplify and enhance the customer experience with an emphasis on quantitative analysis and performance modeling
• Developing expertise to provide SME support across multiple brands
• Identifying and executing process improvement initiatives using a combination of data, observation, and feedback to discover opportunities in current agent processes, material, and tools
• Creating and maintaining agent performance metrics and data modeling
• Driving business improvement results on strategic change initiatives through cross-functional partnerships
• Designing, prioritizing, and executing projects that drive CXO and DISH strategic objectives

Skills, Experience and Requirements

Education and Experience:

• A bachelor's degree from a four-year college or university; 3 years of relevant experience; or equivalent combination of education and experience

 

Skills and Qualifications:

• Proven ability to lead a team of individual contributors, successfully delivering results and developing team members to their full potential
• Familiarity with social media platforms, care best practices, and operations
• Experience with quantitative analysis and performance modeling
• Ability to gain expert-level knowledge across multiple brands
• Strategic Agility - Sees ahead clearly; can anticipate future implications and trends accurately; has a broad knowledge and perspective; is future oriented; can accurately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans
• Successfully deals with ambiguity: Effectively copes with change and uncertainty
• Strong interpersonal skills, with proven success working cross-functionally across departments, influencing decisions, and presenting to senior leadership
• Experience creating and executing strategies that drive the customer experience forward
• Experience managing large projects or processes 
• Ability to be reachable outside of normal working hours for escalated issues 
• Ability to travel up to 25% of the time

Salary Ranges

Compensation: $72,350.00/Year - $103,400.00/Year
Benefits

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities and a flexible time away plan; all benefits can be viewed here: .

 

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.

 

This will be posted for a minimum of 3 days or until the position is filled.