Wireless Care Skills Strategist II

Company Summary
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
Department Summary
Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.
Job Duties and Responsibilities
Echostar is seeking a strongly motivated Wireless Care Skills Strategist II to drive go to market care initiatives within the Customer Experience Wireless Skill Management department. Our Wireless Skill Management team acts as Business Managers for thousands of agents, strategically defining skills, processes, and tool usage to improve the customer experience. The team lives at the junction of meeting the needs of a variety of business partners, coordinating execution with internal teams and ensuring our front-line teams have the resources to be successful while interacting with our customers.
Key Responsibilities:

• Actively and consistently develop projects to simplify and enhance the customer experience
• Demonstrate expertise around products to provide technical SME support
• Develop training material by using a combination of data, observation and feedback to discover opportunities in current support material
• Work in our onsite locations to collaborate and support in order support the ongoing changes in the business
• Physically sitting with our frontline team by doing roundtables and side by sides and putting forth recommendations based on your observations
• Continuously improve content and processes used to provide a world class customer experience
• Coordinate collaborative activities through partnership with other departments within the company on strategic change initiatives
• Design , prioritize, and execute projects that drive CXO and Echostar strategic objectives

• Influences others within the job area through explanation of facts, policies and practices

Skills, Experience and Requirements
Education and Experience:

• A bachelor's degree or 3+ years of relevant experience

Skills and Qualifications:

• Ability to achieve great results while working with ambiguous scopes and constantly changing priorities
• Self-motivation and ability to maintain a positive attitude in the most stressful situations
• Excellent written and verbal communication skills with the ability to write reports, business correspondence, and procedure documents related to training
• Excellent organizational and time management skills
• Capacity to deliver a technical message to a non-technical audience
• Ability to define problems, collect data, establish facts, draw valid conclusions, and implement solutions independently
• Some travel is standard for this role
• Project Management experience is desirable

Salary Ranges
Compensation: $63,150.00/Year - $90,000.00/Year
Benefits
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.