VP of Customer Service Operations

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 VP of Customer Service Operations will have the following:

• Bachelor’s degree in Business, Engineering or other technical discipline (MBA strongly preferred), or equivalent combination of education and experience, and/or 10+ years of experience including 5 years related experience and/or training
• Adept at handling multiple competing priorities and duties in a fast-paced, results driven, changing environment, with minimal daily oversight
• Expert knowledge of financial modeling, labor modeling, process design, training and employee development techniques
• Exceptional verbal and written communication skills; proven ability to communicate effectively and influence all levels of staff
• Experience managing large teams of diverse professionals
• Strong customer and employee orientation
• Demonstrated ability to recruit, develop, and retain top talent
• Ability to travel 20% of time, including international travel

About This Role:

This position will lead all shared-service functions for Customer Service and Customer Experience teams within the Operations Division, including Resource Planning, Finance, Training and Quality.  Reporting to the Senior Vice President of Operations, you will be a key member of the executive leadership team and will be responsible for providing solutions to complex operational issues, executing well in a fast-paced and rapidly changing environment and driving the development and the engagement of your team.

What You’ll Do:

In this role, you will lead 700+ team members, comprised of both corporate-based and field-based employees, in supporting the success of 8,000 frontline customer service representatives worldwide.  You will work cross-functionally to assess opportunities and design and deliver creative, cost-effective solutions to achieve business objectives. As an active member of the DISH Executive team, you will be an innovative strategist, a problem-solver and a respected thought leader who models a tone of transformation and high performance within the organization.

Primary Responsibilities fall into the following categories:

• Provides direction to Resource Planning team, responsible for forecasting volume trends for all contact channels, translating forecasts into staffing needs and schedules, and executing on real-time staff management variances
• Leads the development of $300M+ annual operating budget and manages expenses to achieve financial targets. Identifies and implements cost-saving initiatives aligned with strategic priorities
• Develops overall communication strategy and guides the development and delivery of all training content, ensuring consistent execution of frontline employees with respect to business rules, tools, and customer service strategies
• Measures frontline employee performance quality and manages feedback process to ensure effective employee development and alignment with Customer Service Playbook
• Develops and manages incentive programs to drive balanced, optimal metric performance
• Oversees the development and execution of all call routing strategies company-wide
• Attracts, retains, engages and develops a diverse workforce of highly qualified and motivated staff possessing the skills, talents and abilities to meet current and emerging business and organizational challenges

#LI-EG1 Englewood, CO