Operations Supervisor III - 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.

The successful Operations Supervisor will have:

• Bachelor's degree in a related field with 0 - 2 years of work experience in an operations environment or equivalent combination of supervisory experience and education
• Minimum of five years of experience in engineering or operations
• Six months experience with Microsoft Office Suite to access emails, enter data, access databases, and create documents
• Solid experience addressing and resolving conflicts on the team
• The ability to monitor services that include adult content without objections
• The ability to work any shift as assigned, including overnight shift, according to the needs of the business
• The ability to be reached by members of an assigned team, even during off hours, in order to manage the needs of the business.
• The ability to respond to visual and audible alerts via man-machine computer user interface screens
• The ability to work in/near office and/or equipment rooms with low light levels and in temperatures between 60-70 degrees.
• The ability to communicate details via telephone and in written word with a command of the English language
• The ability to sit for long periods of times in studio environments

 
Preferred Qualifications:

• Supervisory experience preferred to include experience dealing with confidential information
• Demonstrated ability to coordinate and lead team efforts and to effectively interact with functional peer groups.  Team interaction requires the ability to gain cooperation of others through mutual respect and demonstrating good listening skills.
• May be requested to conduct presentations of technical information concerning specific projects or schedules
• The ability to type approximately 30 WPM
• 18 - 24 months experience in a broadcast operations environment.
• Ability to remain calm in a high pressure situation and be able to deal with ambiguous environments.
• The ability to prioritize in a fast paced environment

Dish Technologies Digital Broadcast Centers provide advanced online video delivery and satellite video delivery for broadcasters and pay-TV operators across North America. Through our network of uplink centers, these world-class facilities are also home to Dish’s 24/7 traffic, technical operations, and satellite access centers. This team is comprised of experienced professionals dedicated to providing customers with an unparalleled level of service delivering content and programming to over 16 million subscribers every day.

DISH is seeking an Operations Supervisor to join the Technical Operations Center (TOC). The TOC is a fast-paced, television programming environment where the operations team is responsible for monitoring, escalating and documenting the quality of all services that are re-distributed to customers. TOC supervisors must communicate effectively using both written and verbal skills when communicating with program providers, internal departments, co-workers and direct reports to achieve essential results.  A high performing team is expected to multi-task, pay attention to fine details, demonstrate good teamwork and follow instructions.  TOC supervisors must have the ability to manage their own daily responsibilities, their team’s responsibilities, execute on specific instructions for a special event and follow through to completion. 

The Operations Supervisor must be able to lead and supervise a team of 10-15 employees (entry-level, semi-skilled and highly-skilled) responsible for the real time monitoring and control of delivered audio and video services. The primary goal is to deliver high quality satellite television services to DISH customers/subscribers. Operations Supervisors must understand, support and influence the technology, systems and operations used across multiple platforms in varying departments and locations.
 

Primary responsibilities fall into the following categories:

• Work the over night shift from 10:00 PM to 7:00 AM.
• Work with senior staff and other groups to develop and implement effective TOC goals, objectives, processes, evaluations and procedures
• Act as advisor to TOC management, assisting with management decisions and activities
• Work within assigned manpower and budgetary constraints
• Direct subordinates in completion of responsibilities using established guidelines, policies and procedures
• Make decisions about daily tasking for direct reports and allocate available TOC resources to accomplish predetermined set of daily objectives as well as special projects and short-term goals.
• Train, mentor, evaluate and counsel direct reports
• Perform deep level investigations and analyze system and service outages or discrepancies, to continuously improve department processes and procedures that impact the quality of product and services.
• Perform extensive troubleshooting involving the signal path, media, programming and logs
• Ensure timely escalations and communicate with senior staff as required
• Direct team activities and actions during crisis situations; serves as the communications hub for the uplink, orchestrating phone, radio and intercom communications traffic
• Coordinate with outside providers and DISH Uplinks to determine outages and obtain accurate details.
• Document technical discrepancies and report problems to appropriate personnel
• Prepare reports for external use
• Validate and respond directly to customer complaints
• Perform technical quality control checks on a variety of media
• Coordinate and/or perform on-air routing of content using technical software on computers.
• Use character generators and on-air routers to provide customer messaging and content restoration
• Understand the role that each uplink department plays in the delivery of programming
• Demonstrate high integrity, transparency unless confidential, and ownership of anything that could be an issue for DISH customers or TOC subordinates.