EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
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
Candidates must be willing to participate in at least one in-person interview.
Field agents frequently face equipment issues and process inefficiencies that disrupt mission-critical daily operations. This role bridges the gap between corporate stakeholders and field leadership by creating functional tools, streamlining workflows, and building strong collaborative relationships with coaches and managers. By analyzing operational metrics and proactively identifying gaps in coaching quality, this position ensures the field organization maintains high standards of performance and productivity.
What Success Looks Like (Objectives)
Execute day-to-day mission-critical processes to ensure agents always have operational, high-performing equipment
Create and implement scalable tools, aids, and workflows that enable field teams to meet corporate IT, HR, and leadership expectations
Forge strong, collaborative partnerships with field coaches and managers to identify operational friction points and co-design effective, streamlined solutions
Monitor coaching quality across the organization, using performance data to help leadership teams maintain high-quality coaching standards
Drive continuous improvement by analyzing key operational metrics, proposing process enhancements, and leveraging modern productivity tools (including AI assistants where applicable) to optimize departmental workflows
Manage multiple operational projects simultaneously, presenting clear, data-backed findings to stakeholders to influence strategic business decisions
Skills, Experience and Requirements
Core Skills and Competencies (What you’ll bring)
Strong data literacy and analytical skills, with the ability to interpret operational metrics, define complex problems, and draw valid, actionable conclusions
Advanced proficiency in digital workspace tools, specifically Google Suite (Sheets, Docs, Sites) to automate and optimize workflows
Exceptional interpersonal and relationship-building capabilities, enabling seamless collaboration with multi-level stakeholders and the ability to influence decisions without direct authority
Strong project management and organizational expertise, with a proven track record of managing multiple competing priorities in a fast-paced environment
Critical experiences in customer service, technical support, or field operations, demonstrating a practical understanding of agent-facing workflows and equipment management
AI literacy and application skills, specifically the ability to leverage generative AI tools to accelerate content creation, analyze operational data, and draft routine communications efficiently
Additional Qualifications
Experience with AppScript and/or JavaScript to build custom automation solutions
Minimum Requirements
High School Diploma or General Education Degree (GED)
Two (2) years of experience in customer service, technical support, or operational support
At least two (2) years of experience with Google Suite (Sheets, Docs, Sites) and Windows environments
Visa sponsorship not available for this role
Salary Ranges
Compensation: $58,656.00/Year - $78,100.00/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: EchoStar Benefits.
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. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact leaves@dish.com if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Click the links to access the following statements: EEO Policy Statement, Pay Transparency, EEOC Know Your Rights (English/Spanish)