Program Manager - User Experience and Process

Department Summary

At DISH, we’re redefining consumer expectations through new tools, new business models, and new ways of thinking to meet the convergence of value, innovation, and customer experience.

Our teams draw on 40 years of disruption to continually transform the way our society communicates, collaborates, and connects. Today, we’re building a multi-brand wireless telco to upend the retail market and deliver groundbreaking new experiences for all.

Equipped with a first-of-its-kind 5G network, a passion for change and the power to drive it, we’ll emerge as the nation’s fourth facilities-based wireless carrier and a disruptive force in the market at-large. Together, we'll change the way the world communicates.

Job Duties and Responsibilities

We are seeking a driven and detail-oriented Channel Expansion Program Manager focused on User Experience & Process to build and foster relationships with both internal and external key partners to support channel expansion operations and programs. You will be focused on understanding the user experience as a part of the customer journey for Channel Expansion programs & services to analyze the current state.  Based on the analysis, the Program Manager will drive the development of projects & initiatives to improve the customer experience within the Channel Expansion growth lanes.

A successful Channel Expansion Program Manager will work cross-functionally, leveraging organizational resources to maximize operational effectiveness and achieve critical growth goals. In this role, you will:

• Drive user experience optimization for Channel Expansion programs & services

• Analyze current state processes & document/visualize user experiences

• Develop & track user experience requirements throughout initiative builds ensuring end results meet the stated objectives

• Implement process improvements from any project across all growth and expansion efforts

• Collaborate with IT, Customer Care, Field Sales, Sales Ops, Affiliate partners, and other groups who impact the user experience & processes for shared buy-in on growth and improvement initiatives

• Provide reporting, visibility and feedback to Channel Expansion leadership to ensure alignment with company strategy, accountable for sharing program and operational achievements, issues, and concerns

• Engage with and utilize post launch testing & analysis, troubleshoot errors, and deliver required improvements for all growth and expansion efforts

Skills, Experience and Requirements

This position will report into Channel Expansion Operations and play a vital role in the growth and long-term success of our company. You will have the opportunity to lend your vision to how the company engages, collaborates, and ultimately competes in the marketplace. The wide-ranging nature of the position will afford you the oversight and influence into many aspects of the business. Ideal Channel Expansion Program Manager candidates have:

• Bachelor's degree (or equivalent experience in retail wireless)

• 5+ years of working on user experience process understanding & improvement

• 5+ years of retail wireless and/or telecommunications operations experience

• Excellent facilitation skills, strong follow-through abilities, and strong ownership of initiatives andissues

• Proficient with Microsoft Excel, Project, Word, (and Google (G-Suite) equivalence), along with process flow mapping & project management tools

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.