Product Manager, IVR/Chat - DISH

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 Mobile and Gen Mobile.

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:

The Contact Channel Optimization team works within the larger Customer Experience Operations (CXO) department. It is responsible for eliciting vision, scope, and requirements for the IVR and Chat self-service channels.

The Product Manager, IVR/Chat, will focus on using product data to understand the customer experience and platform performance and leverage that data to inform improvement recommendations and long term product strategy. This individual will be an internal expert/advisor who must be able to lead cross-functionally and indirectly through influence and relationship building. Furthermore, the product manager  will have experience working with large data sets, writing queries, and delivering insights and recommendations.They will have a proven track record of delivering results with a customer-centric mindset, analytical prowess, innovative attitude, and a collaborative spirit

Key Responsibilities:

• Owns the vision and strategy for the phone channel for DISH TV and DISH Wireless businesses; articulates desired business outcomes that drive the roadmap; define success as achieving those outcomes and not as simply checking projects off of a list; continuously updates the product roadmap accordingly
• Asks the right questions and knows how to derive meaningful insights from data; uses that ability to identify problems, trends, and opportunities across the entire digital experience; works with product managers to help them drive strategic focus that will tangibly impact KPIs. Plays a proactive role in finding opportunities and initiating fixes
• Collaborates effectively with business partners, UX designers, and developers, indirectly leading the product teams to remain focused on the right priorities and working together towards common goals
• Aware of how strategies and tactics work in the industry; keeps up-to-date on trends, technologies, and the competitive landscape; understands the big picture goals of the organization, of other departments, and how it all fits together; combines all of the above to identify and champion initiatives that put us in a position to win
• Uses data to tell a compelling story and is comfortable communicating and presenting that story to large and varied audiences
• Action oriented; aligns resources (people, funding, materials, support) to get things done; can orchestrate multiple activities at once; can be counted on to exceed goals successfully; steadfastly pushes self and others for results

 

Skills, Experience and Requirements:

Education and Experience:

• 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

 

Skills and Qualifications:

• Experience operating within the agile development methodology
• Competency analyzing complex data and driving actionable insights 
• Knowledge of digital technology and vendors while also having the ability to interact with and communicate effectively with a large spectrum of different stakeholders, including IT personnel, senior business executives, and technology vendors
• Self-starter who is comfortable dealing with ambiguity and working in a fast-paced, constantly changing environment while handling different situations and tasks with minimal direct oversight from management
• Experience with IVR and chat platforms is preferred, AI and machine learning is preferred
• Fluency in Spanish is also a plus but not required

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: DISH 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.

Salary Range:USD $72350.00 - $103400.00 / Year