Business Operations Manager I

Department Summary

This Business Operations Manager position falls within our Wireless Technical Operations team. While primarily a member of the Customer Experience organization, Technical Operations supports various business groups internal to DISH, and externally with our vendors.  As a Wireless Manager, you will be a key player in DISH's device testing, network buildout, and overall monitoring and feedback process. Your focus will be to manage the team that identifies, trends, and escalates potential IT and Network issues across Dish Wireless products and infrastructure. Also, you will be relied on to develop and validate analytic theories on platform and network abnormalities.

The Wireless Team is required to be incredibly versatile to support so many new initiatives that the business is developing. In addition, this position will need to fulfill different needs day-to-day, as wireless continues to mature during the changing direction of our business.

Job Duties and Responsibilities

• Assist with creating testing scenarios, reporting processes, and support process development and improvement as we build wireless out as a new line of business.

• Review feedback from testers and agents through ticket submission, tools, and forums for issues and to close the feedback loop when necessary.

• Coordinate with various departments such as retail wireless product, engineering, product marketing, technical support, customer journey, IT, wireless NOC, and programming to plan for business changes, implement program initiatives, and help improve the end user experience.

• Accomplishing tasks using various databases throughout the company, and writing custom SQL Server scripts to help automate day-to-day responsibilities. Keep a keen eye to identify opportunities to turn ad-hoc investigations into recurring processes.

• Develop and archive documentation referencing new products, projects, and product stability processes

• Use Google Sheets, Tableau, and other tools to manipulate data and generate reports and analyses

• Use Google Docs, InDesign, and other tools to create and maintain process improvement materials and other guides

• The ability to innovate; in our changing business structure the ability to create new processes, utilize new ways of doing things, and to find trends across disparate data sources is critical.  

Skills, Experience and Requirements

• Bachelor's degree from four-year college or university; or three years related experience and/or training; and two plus years of experience; or equivalent combination of education and experience

• Proficient in Google Sheets, Microsoft Excel, as well as knowledge of database basics (e.g. SQL, MS Access)

• Experience in Agile development methodologies preferable

• Excellent quantitative and analytical abilities, with proficiency in mathematical concepts (fractions, percentages, ratios, proportions, statistics, probabilities, algebraic expressions, etc.) and ability to define problems, seek and collect data, establish facts, and draw valid conclusions

• Experience various programming languages is a plus

• Well-developed verbal and written presentation skills, with the ability to summarize complex concepts into understandable and easy-to-follow presentation materials

• Experience with or ability to work in a fast-paced environment; and excellent teamwork skills with ability to establish productive working relationships with other departments and personnel

• Sharp attention to detail is a must; high personal standards for quality and thoroughness

Salary Range

Compensation: $65,800.00/Year - $94,000.00/Year
Compensation and Benefits

We also 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.