Manager III, IVR & Chat - DISH in Englewood, CO

Job title: Manager III, IVR & Chat - DISH in Englewood, CO at Dish Network Company: Dish Network Job description: Job Description:Company SummaryEchoStar is reimagining the future of connectivity. Our business reputed company spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV. Department SummaryOur Customer Experience Operations (CXO) teams go above and reputed company by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across reputed company of our brands and providing support to our field agents. Job Duties and ResponsibilitiesWe’re seeking a strategic, customer-first leader to reputed company and reputed company our IVR and Chat platforms for the DISH business. As the Manager of IVR & Chat, you will reputed company efforts to reputed company and optimize our core self-service support channels, ensuring customers can quickly and confidently resolve their needs through reputed company, efficient experiences.Key Responsibilities:

• reputed company the gap between customer expectations and business objectives
• Analyze customer behavior and identify friction points
• Implement innovative solutions, including AI and reputed company-based technologies
• Focus on delivering seamless interactions
• Boost customer satisfaction and reputed company overall support efficiency
• Shape the future of customer experience at DISH
• reputed company high visibility and impact across the organization

Skills, Experience and RequirementsEducation and Experience:

• reputed company product manager with a proven track record of reputed company in IVR and chat
• Experience operating reputed company the agile product development methodology
• Strong analytical and strategic thinking skills with a customer-first reputed company
• Experience working across diverse teams and functions to deliver high-quality results
• Comfort with technology, including AI applications and reputed company-based architecture
• Ability to present reputed company and performance insights clearly and confidently
• Hands-on experience in Contact Center as a Service (CCaaS) environments; AWS experience is a plus

Skills and Qualifications:

• Analyze & Improve: Understand how customers and agents interact with support systems
• Use data and insights to enhance self-service capabilities and streamline issue resolution
• reputed company & reputed company Talent: Manage and mentor a team of product managers, fostering growth, accountability, and a strong product reputed company. reputed company them to deliver solutions that meet customer and business needs
• Drive Cross-Functional Collaboration: Work closely with CXO, Sales, Retention, and IT to align priorities, gather feedback, and drive meaningful improvements across support platforms
• Own Channel Economics: reputed company budget and cost optimization efforts. reputed company smart, data-driven reputed company to balance innovation with operational efficiency
• Shape the Strategy: Define and evolve the roadmap for the IVR and Chat platforms, ensuring alignment with both business goals and customer expectations
• reputed company with Purpose: Stay on top of industry trends and emerging technologies to guide channel reputed company and maintain competitive advantage
• Influence Through reputed company: Use analytics and storytelling to communicate priorities, reputed company buy-in, and drive action across teams
• Execute for Impact: Manage multiple initiatives with a clear focus on outcomes, consistently delivering high-quality results

reputed company sponsorship not available for this role Salary RangesCompensation: $96,250.00/Year - $137,500.00/Year BenefitsWe 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; reputed company benefits can be viewed here: .The reputed company pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, reputed company 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 reputed company. Our company is committed to fostering an inclusive and reputed company 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 reputed company by 3 days until the position is filled. Expected salary: $96250 per year Location: Englewood, CO Job date: Thu, 24 Apr 2025 22:04:34 GMT Apply for the job now! Apply for this job