Job Description

DISH is a Fortune 250 company with more than $13 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 are doing it again with 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 to join our team as we embark on the next chapter of our story.

Opportunity is here. We are DISH.

We are seeking a talented Social Media Care Business Operations Analyst on the Skill Management Team responsible for developing, implementing, and gathering insights to drive improvements for the CXO Care Strategy. This includes supporting agent and customer interactions on our social media channels across existing and future lines of business, making sure that the highly-visible social media interactions meet our award-winning customer care standards and represent each of our brands consistently. You will be responsible for ensuring care representatives are aware of and prepared for all business updates and leveraging data to optimize the agent experience and inform the care strategy going forward. You will perform deep analysis to understand, identify, and evaluate opportunities from data and work cross-functionally with multiple organizations within Dish acting as a strategist, internal consultant, and project manager to implement new company initiatives, product updates and simplify business processes.

Primary responsibilities fall into the following categories:

Use data insights to inform decisions that have a tangible and meaningful impact on the customer experience.
Design, prioritize, and execute projects that drive strategic objectives
Identify process improvement, training, and staffing needs through agent focus groups and data analytics
Stay abreast of changes to business rules, workflows, and tools that affect customers, and determine how to communicate these changes to our agents
Cross-functionally work with groups with competing priorities and influence others to form a consensus along with fostering relationships at all levels
Synthesize difficult concepts and distill them into simple, intuitive solutions for both customers and agents

A successful Business Operations Analyst on the Skill Management Team will have the following: 

Bachelor degree from four-year college or university; or three years related experience; or equivalent combination of education and experience
Understanding of social media platforms and tools (experience with Sprinklr a plus), best practices, and internal stakeholder partnerships
Solid analytical skills used to identify insights, trends, and etc used to drive strategy
Ability to reprioritize based on quickly changing business requirements
Motivation to take ownership on projects and partnerships with ambiguous scopes
Excellent organizational skills; project management experience is a plus
Excellent written and verbal communication skills and the ability to communicate well with stakeholders at all levels