Business Operations Manager - IVR and Call Routing - 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 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 are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. 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:

• Bachelor's degree or equivalent from four-year College or university and 3+ years of related experience.
• Must be able to motivate and lead a team of highly-functioning subject matter experts toward departmental and enterprise goals, as well as to develop team members’ skills and address opportunities to ensure team success.
• A strong advocate for the customer experience; ability to interact with and communicate effectively with a cross-functional spectrum of stakeholders from IT personnel to field operations.
• Open to occasional travel to CXO and vendor sites, including overnight trips.
• A proven self-starter, capable of handling various situations and tasks with minimal direct oversight from management.
• Excellent written and verbal communication skills, including the ability to provide updates for and present to senior and executive leadership. 
• Prior telephony experience preferred.

The Business Operations Manager for the Customer Experience Operations (CXO) department works as a team leader of product owners for DISH’s Interactive Voice Response (IVR) and Call Routing platform.  You will manage assigned programs to ensure that business objectives are met and that the program continues to support the mission of the organization.

As the Business Operations Manager, you will be responsible for managing a team of three and overseeing the customer experience within our IVR and Call Routing applications. This position interacts with all levels of the enterprise and effectively works with internal departments and application vendors.  A successful Business Operations Manager must be willing to continuously learn new things in a fast-paced environment.

Primary Responsibilities:

• Manage the planning, development, design, and implementation of DISH’s IVR and call routing platform.  Including tracking schedules, issues, tasks, and relevant financial impacts.
• Coordinate with DISH IT and vendors on the development of requirements (processes, systems, etc) for new programs and enhancements to existing programs.
• Oversee call routing processes and work with business partners and IT resources to execute on changes to help meet the needs of the business.
• Evaluating new technology to ensure that our IVR and Call Routing applications are providing the best customer experience.
• Analyze call data and agent feedback for ongoing programs to drive improvements and future enhancement requests.
• Other duties as required. This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position.