Operations Process Improvement Manager

Department Summary

The Billing and Credit department supports the needs of DISH subscribers, agents, installers, and external departments by providing up front analysis for enterprise releases and projects.  The department also provides support for back office operations and processes.  The department is comprised of multiple facets with specific focus on targeted operational objectives that include, but are not limited to:

• Billing Accuracy

• Customer Payments

• Customer Fraud and Revenue Assurance

• Customer Delinquency, Collections, and Bankruptcy

• Customer Installation Damage Claims

• Third Party Provider Payments

• Vendor Relations

Job Duties and Responsibilities

The IHS Support Operations group is composed of three primary teams in Billing & Credit oriented towards supporting the back office operations of DISH’s In-Home Services organization. These teams are responsible for billing operations for the OnTech Smart Services line of business, payment processing for work completed by third party installers, and investigating and resolving damage claims against the company and its subcontractors.

Responsibilities:

• Support all Release/Initiative related activities for the organization from a IHS support team perspective; identify impacts of enterprise projects to specific teams within the department

• Create and maintain business processes/procedures for the different IHS Support teams

• Develop and manage effective quality assurance processes 

• Communicate updates, issues and resolutions to leadership across multiple departments related to projects and releases

• Evaluate business needs and develop/establish Objectives and Key Results (OKRs)

• Identify potential opportunities for process improvement using various methods, i.e. databases, spreadsheets, external data sources, IT development, and execute changes to systems with little or no impact

• Communicate suggestions for process improvements through summaries, reports and presentations

Skills, Experience and Requirements

A successful Program Manager will have the following:

• Bachelor's Degree or equivalent from four-year College or technical school, preferably in Accounting, Business Administration, Economics, Finance, Mathematics or Statistics, and at least two years of related experience, or equivalent combination of education and experience

• Intermediate knowledge of Microsoft Excel, including the ability to create and work with Pivot Tables, SUMIF, VLOOKUP 

• Experience with SQL or Microsoft Access is a plus

• Proficiency with Microsoft Office Applications (Word and PowerPoint) and Google suite 

• Ability to read, analyze, and interpret common metrics used to measure and monitor operational performance, define problems, collect data, establish facts, draw valid conclusions, and provide clear and concise communication with a wide audience of internal departments

Salary Range

Compensation: $57,400.00/Year - $82,000.00/Year
Compensation and Benefits

From versatile health perks to new career opportunities, check out our benefits on our careers website.

Candidates need to successfully complete a pre-employment screen, which may include a drug test.