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Department Summary This role will drive Social Media and FinTech customer care strategy through leading a team of analysts and managing your own analyst workload. Our analyst team acts as managers for multiple businessesstrategically defining strategy, processes, and tool usage to improve the customer experience. The team lives at the junction of meeting the needs of a variety of business partners, coordinating execution with internal teams, and ensuring our front-line teams have the resources to be successful while interacting with our customers. Job Duties and Responsibilities Leading a team of analysts to create strategies that elevate Social Media and FinTech customer care for multiple brands Hiring, training, and developing team members throughout their talent lifecycle Reporting on team progress and goals to senior leadership Supporting efforts to simplify and enhance the customer experience with an emphasis on quantitative analysis and performance modeling Developing expertise to provide SME support across multiple brands Identifying and executing process improvement initiatives using a combination of data, observation, and feedback to discover opportunities in current agent process, material, and tools Creating and maintaining agent performance metrics and data modeling Driving business improvement results on strategic change initiatives through cross-functional partnerships Designing, prioritizing, and executing projects that drive CXO and DISH strategic objectives Skills, Experience and Requirements Proven ability to lead a team of individual contributors, successfully delivering results and developing team members to their full potential Familiarity with social media platforms, care best practices, and operations Experience with quantitative analysis and performance modeling Ability to gain expert-level knowledge across multiple brands Strategic Agility - Sees ahead clearly; can anticipate future implications and trends accurately; has a broad knowledge and perspective; is future oriented; can accurately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans Successfully deals with ambiguity: Effectively copes with change and uncertainty Strong interpersonal skills, with proven success working cross-functionally across departments, influencing decisions, and presenting to senior leadership Experience creating and executing strategies that drive the customer experience forward Experience managing large projects or processes Ability to be reachable outside of normal working hours for escalated issues Ability to travel up to 25% of the time A bachelor's degree from a four-year college or university; 3 years of relevant experience; or equivalent combination of education and experience Salary Range Compensation: $65,800.00/Year - $94,000.00/Year Compensation and Benefits We 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. 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.
Full-time