Product Manager I - Call Routing

Department Summary

The Call Routing team within the Customer Experience Organization (CXO) is responsible for assisting in the procedure of sending voice calls to a specific queue based on predetermined criteria. The team’s functions include requirements writing, product management, translating quantitative data into actionable recommendations, and collaboration across all lines of businesses.

Job Duties and Responsibilities

• Deliver accurate and timely data requests and requirements to capture requested business changes

• Accurately assess skilling needs based on changes in the business or staffing

• Co Lead UAT/IT review meetings with routing teams discussing future and launching projects

• Understand big picture strategy across all lines of business and make strategic recommendations accordingly

• Work closely with other teams including IT, data reporting, and customer strategy teams to understand changes in business operations

Skills, Experience and Requirements

A successful candidate will have: 

• Bachelor’s degree or 4 years of relevant analytics experience.

• Demonstrated skills in one or more of the following areas: data analysis/visualization, forecasting, statisticalmodeling, SQL, Python.

• Ability to assist in framing unstructured business problems with strategic, operational, and financialelements into executable strategic analyses; with minimal manager assistance.

• Executive-level communication skills, including the ability to present analytics results and insights in a highlypolished, succinct form with minimal manager assistance.

• Desire for a high level of responsibility and ownership and ability to work with minimal supervision; flexible, self-starter, comfortable working in a rapidly changing environment; results-oriented mentality with a focuson efficiency, accuracy, and quality

• Sharp attention to detail; high personal standards for quality and thoroughness; ability to deliver results on projects with demanding deadlines as well as establishes personal deadlines and prioritization of work with autonomy; capacity to influence and persuade to drive business results at peer/manager level

Salary Range

Compensation: $57,400.00/Year - $82,000.00/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.