Senior Business Operations Analyst - Sling Command Center

Company Summary

DISH, an EchoStar Company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products, and now we are building America's First Smart Network.

Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.

Department Summary

Beyond connecting customers to their favorite entertainment, our Video Services teams, powering DISH TV and Sling TV, deliver an award-winning TV experience to millions of customers. These dynamic teams are unwavering in their commitment to continuous innovation, ensuring the evolution of their products and the constant enhancement of the overall customer experience.

Job Duties and Responsibilities

Key Responsibilities:

• Identify emerging issues that affect our consumers; this includes incidents on user platforms, applications, call centers, business tools, and social media

• Take the lead in analyzing current command center processes and procedures to make the necessary changes which lead to more efficiency and overall cost savings

• Take the lead in building out our new alerting mechanisms with new tool sets that we are moving into (New Relic, Conviva, AWS Call/Chat routing, etc.)

• Take the lead in working with other teams to build relationships and processes that will lead to improvement for the overall business

• Work to effectively and efficiently solve problems in a team setting at times but primarily without teammates (team will be 4 total but only 2 work daily) in the Command Center

• Maintain queries and tools the team utilizes on a daily basis to analyze KPIs to improve and heighten the customer experience

• Analyze and maintain dashboards and platform KPIs to improve and heighten the customer experience

• Serve as a basic subject matter expert associated with content, processes, and procedures

• Assist in creating and maintaining SOPs within the Command center team role

• Recreate user problems to escalate and speak to the user experience to help get the issue resolved promptly

• Participate in defining, designing, and constantly improving Command Center processes and procedures

• Identify key stakeholders as issues and improvement opportunities arise; these groups include but are not limited to Executives, Customer Care, Marketing, Operations, and Product Management; collaborate with these stakeholders to drive emerging issues to resolution

• Communication, both verbal and written, across all levels of the organization; all communications must be handled timely with a sense of urgency, and with the right amount of detail or data to the right individuals

• Translate business impact to other teams within the organization to help them understand the importance and overall customer impact

Skills, Experience and Requirements

Education and Experience:

• Bachelor's degree from a four-year college or university and 2+ years of work experience, OR 4+ years of work experience, OR a combination of education and work experience

Skills and Qualifications:

• Self-starter, ability to be proactive with minimal supervision

• Strong communication skills

• Flexible and welcoming of change

• Strong attention to detail

• Excellent Excel/Sheets skills (Pivot tables, advanced formulas, etc. a plus)

• Experience with reporting tools such as Tableau (DynaTrace, New Relic, and Conviva a plus)

• Ability to understand complex information during incidents and summarize it into simple to-understand updates

Salary Ranges

Compensation: $72,350.00/Year - $103,400.00/Year

Benefits

We 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.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.