Business Operations Manager - Full-time

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 launch of 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 have a bold sense of pride, adventure, and desire to win – it’s in our DNA.  And 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:

• Bachelors degree (B.A.) and two years of related experience; or three to five years of related experience and training; or equivalent combination of education and experience
• Excellent written and verbal communication skills with the ability to write reports, business correspondence, and procedure documents
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
• Ability to read, analyze, and interpret general business reports
• Excellent time management skills, ability to learn on the fly
• Ability to define problems, collect data, establish facts, and draw valid conclusions as well as work with mathematical concepts such as probability and statistical inference

The Business Operations Manager will be part of a team responsible for developing and launching initiatives used by the CSC Training organization (Customer Service Centers). This person will research and implement new processes and policies to improve the overall effectiveness of our training program to increase agent performance and the overall customer experience. The Business Operations Analyst will work cross-functionally with multiple organizations within Dish, including, but not limited to, Owned and Operated & Vendor CSC Training & Operations, Retention, Quality Assurance and Resource Planning acting as a strategist, internal consultant and project manager to implement new initiatives, reduce customer contact rate and simplify business processes related to our main line of business – our video satellite customers.

Primary responsibilities fall into the following categories:

• Design, prioritize, and execute strategic projects that drive overall CSC and DISH strategic objectives
• Regularly gathers, tracks, and analyzes business data, identifying trends and areas for improvement. Communicates results and suggestions to upper management
• Use data and analytics to propose and develop strategies from concept stage to execution to improve performance of the Customer Service Agents
• Work with curriculum development team to prepare the required training to facilitate changes in business policy, procedures, and system implementations
• Constantly monitor and report on progress of the project to all stakeholders; present reports defining project progress, problems and solutions; creates and distributes weekly project statuses/updates, organizes and conducts weekly project meetings and tracks schedules, issues, and tasks on said programs and projects
• Remote and direct leadership of subordinate professionals