Company SummaryDISH, an EchoStar Company, is reimagining the future of connectivity. For over 40 years, we’ve been challenging the status quo and evolving our company to anticipate opportunities for business growth, industry innovation and greater customer choice.Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, OnTech, and GenMobile. With our business reach, we cover satellite television service, live-streaming and on-demand programming, mobile plans and products, smart home installation services and, now, we are building America’s First Smart Network™.Department SummaryOur Retail Wireless team, serving our Boost Infintie, Boost Mobile and Gen Mobile Brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a first-of-its-kind 5G network, a passion for change and the power to drive it, we’ll emerge as the nation’s fourth facilities-based wireless carrier and a disruptive force in the market at large.Job Duties and ResponsibilitiesThis Business Operations Manager will work within the Boost Mobile Sales Escalation team. This role will be working in a collaborative and fast-paced environment This candidate will also improve the customer experience in our retail channel by handling Customer satisfaction, retail store branding as well as various other projects.Key Responsibilities:
Boost Dealer Policy/Brand point of contact for all issues and escalations within supported org(s)
Maintain, Develop and implement sales operations processes and best practices that can be implemented throughout the prepaid sales organization inclusive of Boost Brand Standards, Customer CSAT Program , Customer ID initiatives and other assigned areas of responsibility
Handle key operational support functions and special ad-hoc projects for the Boost Sales Escalation Team
Responsible for various senior meeting content and reporting
Partner with Sales team to identify metric opportunities within markets
Maintain and develop content, reporting, presentation building, and operational direction within the Boost sales escalation team for Boost Prepaid
Responsible for holding retailers to branded retailer guidelines
Travel to markets to perform side-by-side training on brand standards, escalations, and customer experience
Work with cross-functional groups to monitor unauthorized Boost activity and issues
Manage standard policy exception process
Manages and coordinates the requirements and implementation of assigned projects for the enterprise, including tracking schedules, issues, and tasks to deliver an excellent customer experience
Be a business lead/POC representative for the Boost Mobile Field Sales Organization
Work with DISH headquarters related to reporting and audit requirement
Be a business advocate for customer resolution within the Dealer Channel
Maintain, Develop and implement sales operations processes and best practices that can be implemented throughout the prepaid sales organization inclusive of Boost Brand Standards, Customer CSAT Program , Customer ID initiatives and other assigned areas of responsibility
Mananger all Customer Escalations as related to the retail environment
Project management for smaller projects related to optimizing Retail experience
Responsible for the assigned organization(s) meeting content orchestration and disseminating assigned org(s) hot topics
Handle key operational support functions and special ad-hoc projects for the Boost Sales Escalation Team
Responsible for various senior meeting content and reporting
Work with DISH headquarters related to reporting and audit requirement
Skills, Experience and RequirementsEducation and/or Experience:
Bachelor's degree (B. A.) from a four-year college or university; or at least four years of related experience and/or training; or an equivalent combination of education and experience
Skills, Qualifications and Requirements:
Ability to travel and work with local leadership to identify operational shortfalls and develop and execute fixes
Ability to quickly ingest data and turn it into actionable reporting for teams
Relationship management across sales operations team, sales team, and other department
Ability to present sales analysis to the Boost team as well as distributors and retailer partners (in person/virtual)
Demonstrates the ability to multitask, prioritize team's work, and drive positive change consistent with overarching organizational goals
Proactively recognizes and defines opportunities/problems, determines solutions to address them, and independently oversees solutions through to completion
Demonstrates strong negotiation skills at all levels of the organization, striving for win-win solutions
Regularly recommends changes that improve existing business processes, overall enterprise performance, and sales operations
Strong project management skills including a demonstrated ability to plan, schedule, organize, coordinate, manage, & evaluate project efficiency
Ability to deliver popular and unpopular messages with the appropriate level of transparency
Ability to learn quickly, prioritize and work under pressure, adapt to a rapidly changing environment, and demonstrate a sense of urgency
Proficient in Microsoft Excel and PowerPoint with some knowledge of database basics, helpful
Ability to define problems, seek and collect insights, establish facts, and draw valid conclusions
Exceptional analytical skills and ability to solve ambiguous problems and deliver results despite challenges
Experience with or ability to work in a fast-paced, high-throughput environment
Excellent teamwork skills with the ability to establish productive working relationships with other departments and personnel
Ability to learn quickly, prioritize and work under pressure, adapt to a rapidly changing environment, and demonstrate a sense of urgency
Excel in managing multiple projects at any given time
Well-developed oral and written presentation skills, with the ability to summarize complex concepts into understandable and easy-to-follow presentation materials
Must be able to handle different situations and tasks with minimal direct oversight from management
Experience in the wireless industry preferred
Flexible schedule, working weekends when necessary
Salary RangesCompensation: $72,350.00/Year - $103,400.00/YearBenefitsWe also 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 (https://careers.dish.com/about/benefits?pkvid=7df16cf2830b8db21671727467e02e66) . 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.This will be posted for a minimum of 3 days or until the position is filled.We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer - Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We are a true merit-based organization and work hard so there are no artificial barriers to one's potential success. DISH is committed to a workforce where everyone's opportunities are limitless.Consistent with this commitment, DISH will endeavor to provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to the employee or others, or is otherwise not required by law.
Full-time