Operations and Strategy Manager - Customer Service

Over the past 30 years, DISH has built a talented group of leaders and support teams at its corporate headquarters in Englewood, Colorado. As the company continues to develop, offering new products and services to an increasing customer base, it looks to recruit outstanding candidates capable to turning ideas and strategies into world-class results.

A successful Business Operations Manager will have the following: 

• MBA and two years of related experience preferred; or bachelor's degree from four-year college or university and five years of related experience. Prior management experience preferred.  
• Strong written and verbal communication ability; ability to respond to and interact with all levels of organizational staff; proven ability to build cross-functional relationships
• Strong process improvement and problem solving ability including structuring diverse and sometimes ambiguous problems to drive measurable business results; ability to collect data, establish facts, and draw valid conclusions
• Proven ability to handle / resolve conflict and influence across a diverse organization without direct authority
• Experience managing multiple projects / programs; experience developing and delivering training material a plus
• Ability to clearly define measurable goals and prioritize resources to meet or exceed division objectives

The Business Operations Manager is responsible for developing and launching initiatives used by the CSC organization (Customer Service Centers) as related to our business customers, internal and external sales partners, as well as overseeing a group that supports and assists other agents internally.  This person will lead a team of analysts in research and implementation of new processes, policies and call types to improve Customer Service Agent’s performance and the overall customer experience. The Business Operations Manager will work cross-functionally with multiple organizations within Dish, including IT, Marketing Retention, Marketing, Customer Service Training, Commercial Sales and Operations, Sales, and Retail Services, acting as a strategist, internal consultant and project manager to define and execute projects that improve business efficiency, reduce the need for customers to contact us, and create an industry leading customer experience. This position will require up to 15% domestic travel with potential for international travel.

Primary responsibilities fall into the following categories:

• Design, prioritize, and execute strategic projects that drive overall CSC and DISH strategic goals as they relate to business customers, fraud prevention, sales support, and internal agent help roles
• Serve as a consultant and liaison to various corporate entities looking to work with Customer Service Centers on projects related to the groups listed above: assist in prioritizing programs and projects based on functional needs, CSC strategic goals, resource capacity constraints, risk exposure, and interdependencies
• Use data and analytics to develop strategies from concept stage to execution to improve performance of the Customer Service Agents and create an industry leading customer experience
• Participate in workforce planning, call volume forecasting and incentive plan design as related to the Customer Service Agents involved in the launch of new projects
• Identify training, staffing and process needs through site visits, agent roundtables, and data analytics, and cross-functional team meetings; create and maintain reference information on internal portals
• Proactively identify, manage needs and provide mentoring, coaching and professional development for direct reports to create a high performing team foster a collaborative team atmosphere while driving core DISH culture of pride, adventure, and winning

#LI-BR1 Englewood, CO