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al-time monitoring of Sling TV functions, including streaming across all devices, account management, and customer contact capabilities, utilizing various data sources and dashboards. You will work with teams to initiate and support a triage bridge when incidents arise, ensuring swift resolution and coordination. Additionally, you will manage and inform business stakeholders during incidents, providing advice on customer-facing communications, suggesting changes to marketing campaigns, and offering agent talking points to ensure seamless operations and effective incident management.
Key Responsibilities:
Identify emerging issues that affect our consumers; this includes incidents on user platforms, applications, call centers, business tools, and social media
Work to effectively and efficiently solve problems in a team setting at times but primarily without teammates (team will be 4 total but only 2 work daily) in the Command Center
Analyze and maintain dashboards and platform KPIs to improve and heighten the customer experience
Serves as a basic subject matter expert associated with content, processes, and procedures
Assists in creating and maintaining SOPs within the Command center team role
Recreate user problems to escalate and speak to the user experience to help get the issue resolved promptly
Participate in defining, designing, and constantly improving Command Center processes and procedures
Identify key stakeholders as issues and improvement opportunities arise; these groups include but are not limited to Executives, Customer Care, Marketing, Operations, and Product Management. Collaborate with these stakeholders to drive emerging issues to resolution
Skills, Experience and Requirements
Education and Experience:
A Bachelor's degree from a four-year college or university and at least 2 years of work experience, or 4 or more years of work experience, or a combination of relevant education and work experience
Skills and Qualifications:
Strong attention to detail
Excellent Excel/Sheets skills (Pivot tables, advanced formulas, etc. a plus)
Experience with reporting tools such as Tableau (DynaTrace, New Relic, and Conviva a plus)
Ability to understand complex information during incidents and summarize it into simple to-understand updates
Ability to remain calm and effective in high-pressure environments
Self-starter, ability to be proactive with minimal supervision with strong communication skills
Visa sponsorship not available for this role
Salary Ranges
Compensation: $63,150.00/Year - $75,000.00/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.