Business Operations Analyst II - Wireless Skills

Company Summary

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Department Summary

Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.

Job Duties and Responsibilities

Candidates must be willing to participate in at least one in-person interview.

As an Analyst within the Wireless Skills organization, this role will play a pivotal role in driving insights and strategy for our Customer Experience (CX) departments. This position is responsible for supporting the resolution of systemic issues, identifying root causes, and developing internal agent tools and documentation to streamline troubleshooting across the wireless organization. You will act as a strategic partner, ensuring our front-line teams have the resources and technical expertise necessary to deliver a world-class customer experience.

What Success Looks Like (Objectives)

• Utilize AI tools and methodologies (e.g., GRACE call analyzer) to perform deep-dive call analysis, identify KPI trends, and implement process optimizations that shift agents from rote tasks to high-value complex resolutions
• Prepare agents for the launch of new initiatives and features by identifying necessary training content and partnering with the training department to outline uptraining and targeted material
• Serve as a technical SME for various wireless processes, including LTE networks, 4G/5G technologies, and mobile devices, providing guidance to resolve individual and systemic customer issues
• Partner with cross-functional teams to bring solutions upstream, increase self-serve options, and refine intelligence-based routing to maximize operational efficiency
• Perform call listening and conduct onsite roundtables or side-by-side sessions with agents. Use these insights to create actionable plans that improve key KPIs and enhance the agent experience
• Prioritize and execute projects that drive EchoStar strategic objectives, including moving resources from manual flows into AI-driven tools like BOOSTER
• Pull and analyze data from various sources (e.g., Tableau, Snowflake, Databricks) to perform needs assessments and cost-benefit analyses, ensuring insights are actionable and tell a clear, concise story

Skills, Experience and Requirements

Core Skills and Competencies (What you’ll bring)

• Proven ability to define problems, collect data, establish facts, and draw valid conclusions. Experience using advanced data tools for more than surface-level reporting is required
• Strong written and verbal communication skills with the capacity to deliver technical messages to non-technical audiences and influence stakeholders up to the Director level
• Ability to achieve results while working with ambiguous scopes and constantly changing priorities in a fast-paced environment
• Excellent written and verbal communication skills, with the ability to flex communication style for both technical and non-technical audiences and create and deliver presentations to teams across CXO and to Senior Managers, influencing up to Director level

Minimum Requirements

• 1+ years of call center experience or BS in a quantitative field such as math, science, or business analytics

Visa sponsorship not available for this role

Salary Ranges

Compensation: $63,150.00/Year - $90,000.00/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: EchoStar 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. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

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.

We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. 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. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.

EchoStar will 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 others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to makeechostar.comandjobs.echostar.comaccessible to users. Please View email address on click.appcast.io you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

EEO Policy Statement, Pay Transparency, EEOC Know Your Rights (English/Spanish)