Manager III, Business Process Engineering

Job Description

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

The Manager of Business Process Engineering is responsible for the end-to-end architecture of operational workflows and the rigorous governance of business rules. Reporting to the Head of Business Process & CX Council, this leader will eliminate operational silos by centralizing logic across CXO Systems, Teams, & Processes to ensure a seamless experience for both customers and frontline agents.  This position will include a strong focus on AI enablement.

What Success Looks Like (Objectives)

• Lead the end-to-end design of intuitive, efficient operational processes to ensure alignment with brand promises and reduce customer friction

• Diagnose and resolve process inefficiencies across customer experience touchpoints, driving continuous improvement and measurable productivity gains

• Centralize and audit 100% of operational logic within the business rule documentation knowledge repository to maintain strict departmental alignment

• Coordinate change management initiatives with the Change Control Board (CCB) and PMO to ensure full organizational readiness for new product launches

• Coach and mentor a high-performing process engineering team, fostering functional expertise and professional growth

• Apply generative AI tools and process-mapping AI applications to accelerate workflow analysis, documentation generation, and agent knowledge retrieval

Skills, Experience and Requirements

Core Skills and Competencies

• Strong skills in designing and integrating CRM/KM systems within complex telecom architectures to streamline care agent workflows

• Deep functional expertise in contact center operations, enabling the creation of scalable, frictionless agent and customer experiences

• Advanced problem-solving abilities to resolve complex operational bottlenecks through structural process building

• Proven expertise in change management, allowing for seamless transition leadership during rapid-pace product and system deployments

• Strong collaboration and stakeholder influence capabilities, balancing executive presence with empathy for frontline operational staff

• AI literacy and application skills, specifically the ability to leverage AI technologies to optimize process documentation and knowledge retrieval

Additional Qualifications

• Master’s degree in Business Administration, Operations Research, or a related field

• Six Sigma or LEAN certification (Green Belt or Black Belt)

Minimum Requirements

• Minimum Education: Bachelor’s Degree in Business Administration, Operations, Engineering, Information Systems, or a related field

• Minimum Experience: 2+ years of experience in Customer Experience Operations, Process Engineering, or Product Management, and 2+ years of experience in a management capacity

• Required Technical Skills:

  • Management of CRM and Knowledge Management (KM) systems

  • Process mapping and system design within Telecom architectures

  • Driving end-to-end operational change management and continuous improvement methodologies

Visa sponsorship not available for this role

Salary Ranges

Compensation: $96,250.00/Year - $137,500.00/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 make  echostar.com and  jobs.echostar.com accessible to users. Please contact View email address on jobs.echostar.com if 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.

Click the links to access the following statements:  EEO Policy Statement ,  Pay Transparency , EEOC Know Your Rights ( English / Spanish )