Staff Program Manager

Company: Dish
Location: Englewood
Posted on: March 1, 2025

Job Description:

Company Summary

DISH, an EchoStar company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products and now we are building America's First Smart Network---.

Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile and GenMobile.

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

The Application Delivery & Strategy (ADS) Team works cross-functionally to support initiatives that impact agents and customers. From defining the agent tool experience, to testing applications, to writing the features that support new business initiatives; we are helping to remove the barriers between agents and a world-class customer experience.

As a Program Manager, you will be instrumental in advancing our agent technology and formulating its long-term strategic direction. Your primary objective is to equip our agents with the necessary tools to effectively serve our customers, while pursuing continuous improvement of these resources. This role requires a strong understanding of emerging technologies and a strategic mindset.

You will also be responsible for helping to drive strategic product roadmaps that assist IT and the business in moving the right work forward for the applications.

Key Responsibilities:

• Develop and maintain a comprehensive long-term strategy and roadmap for agent technology, aligned with overall business objectives.
• Conduct market research and competitive analysis to identify emerging trends and best practices in agent tooling.
• Understand end to end customer and agent experience, and drive how process, people, and technology come together to deliver for our customers.
• Collaborate and build relationships with key stakeholders (e.g., agents, supervisors, product managers, IT) to gather needs and feedback.
• Prioritize initiatives based on business impact, feasibility, and resource availability.
• Define key performance indicators (KPIs) to measure the effectiveness of agent tools and track progress against strategic goals.
• Explore and evaluate new technologies (e.g., AI, automation) to enhance the agent experience and improve operational efficiency.
• Effectively communicate with all levels of organizational staff. Competencies include excellent presentation, organizational, analytical, interpersonal and written/oral communication skills.
  Skills, Experience and Requirements
  
  Education and Experience:
  
  • Bachelor's Degree from four-year college or university or 4 years project management experience
  • Equivalent combination of education and experience is satisfactory
    
    Skills and Qualifications:
    
    • End to end customer experience vision
    • Clear communication to different levels of the organization, keeping in focus what's important and the status of all initiatives/outcomes
    • Experience influencing and driving strategic, cross-functional initiatives within large organizations
    • Ability to thrive in a fast-paced and highly dynamic environment
    • Can effectively cope with change, can shift gears comfortably, can decide and act without having the total picture, isn't upset when things are up in the air, doesn't have to finish things before moving on, and can comfortably handle risk and uncertainty
    • Ability to learn quickly, multi-task, prioritize, and work under pressure
      
      Visa sponsorship not available for this role
      
      Salary Ranges
      
      Compensation: $96,250.00/Year - $137,500.00/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.

Keywords: Dish, Denver , Staff Program Manager, Executive , Englewood, Colorado