VP, CXO Strategic Planning And Shared Services

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

This position will lead all shared-service functions for Customer Service and Customer Experience teams within the Operations Division, including Resource Planning, Finance & Data Analytics. Reporting to the Senior Vice President of CXO Operations, you will be a key member of the executive leadership team and will be responsible for providing solutions to complex operational issues, executing well in a fast-paced and rapidly changing environment and driving the development and engagement of your team.

Job Duties and Responsibilities

In this role, you will lead 260 team members, comprised of both corporate-based and field-based employees, in supporting the success of 5,000+ team members across the enterprise. You will work cross-functionally to assess opportunities along with designing and delivering creative, cost-effective solutions to achieve business objectives. As an active member of the DISH Executive team, you will be an innovative strategist, a problem-solver, and a respected thought leader who models a tone of transformation and high performance within the organization.

Primary Responsibilities fall into the following categories:

• Provides direction to the Resource Planning team, responsible for forecasting volume trends for all contact channels, translating forecasts into staffing needs and schedules, and executing real-time staff management variances

• Leads the development of a $300M+ annual operating budget and manages expenses to achieve financial targets. Identifies and implements cost-saving initiatives aligned with strategic priorities

• Develops communication delivery strategy to ensure capacity plans to allow for delivery of all training & coaching, ensuring consistent execution of frontline employees with respect to business rules, tools, and customer service strategies

• Leads data analytics & reporting team to ensure the operations teams have all performance data required to drive operational execution.

• Key contributor in the development and management of incentive programs to drive balanced, optimal metric performance

• Oversees the development and execution of the CCaaS technology roadmap and all customer care call routing strategies company-wide

• Oversees the execution and administration of BPO and technology vendor contracts

• Attracts, retains, engages, and develops a diverse workforce of highly qualified and motivated staff possessing the skills, talents, and abilities to meet current and emerging business and organizational challenges

Skills, Experience and Requirements

A successful VP of CXO Strategic Planning and Shared Services should have the following:

• 10+ years of experience including 5 years related experience and/or training; Bachelor's degree in Business, engineering or other technical discipline

• Adept at handling multiple competing priorities and duties in a fast-paced, results-driven, changing environment, with minimal daily oversight

• Expert knowledge of financial modeling, labor modeling, process design, training and employee development techniques

• Exceptional verbal and written communication skills; proven ability to communicate effectively and influence all levels of staff

• Experience managing large teams of diverse professionals

• Experience managing teams of CCaaS platforms and Product Managers

• Strong customer and employee orientation

• Demonstrated ability to recruit, develop, and retain top talent

• Ability to travel 20% of the time, including international travel

Salary Ranges

Compensation: $200,000.00/Year - $250,000.00/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.