Job Description

DISH is a Fortune 300 company with more than $15 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 also pioneered 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.

The Application Administration and Delivery (AAD) Team plays a critical role in the Customer Experience Operations (CXO) organization.  We exist to eliminate the barrier a tool creates between the user and their ability to provide a world-class customer experience.  The team is responsible for the knowledge tools agents utilize on every interaction with our customers across all lines of business. These tools provide agents with the directions and answers they need to assist customers in all scenarios, and we ensure they are user-friendly, accurate, and logical.

Primary responsibilities will fall into the following categories:

Fulfilling requests from Stakeholders to update workflow content or structure
Consulting with Stakeholders to ensure workflows maintain a consistent style, good agent experience, and likelihood to achieve stated business goals
Identifying and executing on areas of opportunity within team processes and application
Analyzing data to determine impact, forecast returns on effort
Managing projects with consultation from manager
Investigating agent feedback and resolving reported issues
Basic knowledge of existing skills in the customer service environment

A successful Business Operations Analyst will have the following: 

Bachelor’s degree from a four-year college or university; or equivalent experience
SQL proficiency a plus
Ability to put oneself into the shoes of agents and customers 
Ability to learn quickly, multi-task, prioritize, work under pressure, and adapt to a rapidly changing environment
Ability to adapt to changes quickly and embrace change in order to move the team, department, and business forward
Ability to gather information from and interact effectively with a large spectrum of business partners
Ability to solve problems creatively
Ability to write clearly and concisely to various audiences
Ability to prioritize own work and work on projects independently and within a team