Program Manager II - Training Performance

Department Summary

DISH is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We also pioneered the first live, internet-delivered TV service – Sling TV – that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.

Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.

We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. We’re looking for people with boundless energy, intelligence, and an overwhelming need to achieve and to join our team as we embark on the next chapter of our story.

Opportunity is here. We are DISH.

Job Duties and Responsibilities

DISH is seeking a highly motivated program manager to manage training performance optimization strategies within the Training and Quality department. This role focuses on collecting and delivering business insights that lead to strategies that are actionable, driving results. The role provides data-driven resources and analyses that evaluate the effectiveness of processes and training activities that drive agent performance and experience. They also support a variety of business partners, assuring our call listening and field training teams have the data needed to be successful.

Job Duties

● Develops ad hoc and recurring reporting as well as data analyses and data-driven
recommendations with a focus on training effectiveness and impact to agent performance.
● Use SQL and Tableau to transform disparate, discrete data points into cohesive, digestible stories through querying, coding, data visualization and dashboards.
● Guide business decisions of field management, executives, and other business partners through effective communication of key findings.
● Partner cross-functionally with key business groups (Skills Teams, Training Creation, Field Training, Finance, Workforce Management, IT, and more) on critical business processes.
● Analyze current processes and procedures to maintain them or make recommendations to promote effective operations within and between departments; assist in defining, improving, and documenting those processes.
● Utilize analytical skills and reporting tools to study data and identify trends to formulate and implement solutions.
● Coordinate and build relationships with stakeholders to gather and refine specifications and business needs.
● Influence training creation and delivery improvements through data review, insight and
recommendations.

Skills, Experience and Requirements

Qualifications

● Bachelor's degree or equivalent work experience.
● Advanced background in SQL, Tableau development, AWS Google Studios, and Google Sheets or Microsoft Excel. Python and automation experience desired.
● Strong analytical, problem solving, and project management skills.
● Ability to effectively develop, document, and present complex analytical findings to non-analytical partners and executives, displaying knowledge of both technical and business elements.
● Self-motivated and the ability to work with autonomy; desire to seek the source of a problem and the capability to ask the questions necessary to identify the root cause.
● Displays strong initiative for anticipating and meeting business demands, an ability to thrive and be agile in a fast-paced and uncertain environment, a high level of intellectual curiosity, and a focus on generating timely and accurate results.

Salary Range

Compensation: $75,600.00/Year - $108,000.00/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.