Senior Program Manager - Digital Customer Journey

Program Manager to lead initiatives focused on transforming the digital customer experience for our My Account platform across web and app channels. This individual will ensure enterprise initiatives and business changes are effectively captured, understood, and implemented, driving alignment with organizational goals and customer needs. The ideal candidate has a deep understanding of digital customer experience, including web, app, and digital communication channels (email, SMS, push notifications), with a primary focus on delivering a seamless and impactful digital customer journey. By enhancing the overall customer experience, this role will play a critical part in supporting the customer lifecycle and achieving key performance objectives.

Key Responsibilities

• Serve as the central point of coordination for enterprise initiatives affecting the My Account Experience, ensuring all changes are aligned with digital strategy and KPIs

• Lead cross-functional teams (product, design, analytics, marketing, and IT) to define and implement enhancements to the digital customer journey

• Partner with business stakeholders to understand enterprise initiatives, translating them into actionable digital solutions that align with customer needs and organizational goals

• Track and report on KPIs related to customer experience, conversion rates, self-service adoption, and engagement metrics

• Map and continuously refine the digital customer lifecycle, ensuring seamless support for every stage, from onboarding to retention

• Identify and resolve gaps in the current digital experience across web, app, and communication channels

• Work closely with UX/UI teams to ensure the design and functionality of digital experiences meet customer expectations and business requirements

• Oversee the integration of digital communication channels (email, SMS, push notifications) to create cohesive customer interactions

Skills, Experience and Requirements

Education and Experience:

• Bachelor's degree in business, marketing, information systems, or a related field

• 5-7+ years of program management experience in digital customer experience, telecommunications, or a related industry

Skills and Qualifications:

• Proven track record of successfully implementing digital solutions for web, app, and communication channels

• Experience working with cross-functional teams to deliver customer-centric projects

• Hands-on experience with customer journey mapping and lifecycle optimization

• Analytical mindset with a focus on using data to drive decisions

• Ability to navigate and thrive in a fast-paced, ambiguous environment

Visa sponsorship not available for this role

Salary Ranges

Compensation: $83,950.00/Year - $119,900.00/Year
Benefits

We 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. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.