Operations Analyst II

Job Summary As a Business Operations Analyst on the Pay TV Stability and CX Optimization team, you are responsible for the stability and success of software updates and product launches. Acting as an internal consultant and strategist, you will work cross‑functionally with Product and Engineering teams to simplify business processes, reduce customer effort, and ensure seamless releases. You will leverage data‑driven insights to monitor key performance indicators (KPIs), identify trends, and drive action items that improve agent performance, ensuring support teams are empowered with the tools and information necessary to provide a stable, high‑quality customer experience. Candidates must be willing to participate in at least one in‑person interview. Visa sponsorship is not available for this role. Key Responsibilities Serve as SME for Direct Broadcast Satellite, set‑top box technology, and wireless/wired signal paths, leading enterprise‑level troubleshooting and long‑term resolution of complex system issues. Leverage data, symbolic reasoning, dashboards, and alarming systems to diagnose root causes, identify emerging trends, and drive timely escalations. Partner with testing and technology teams to validate launch readiness, conduct post‑launch audits, and ensure frontline teams are fully equipped to support new products and features. Enhance agent tools by surfacing actionable data and insights that simplify workflows and improve both customer and agent experiences. Drive AI and automation initiatives to optimize application performance, reduce issue impact, and accelerate speed‑to‑resolution. Synthesize multi‑source data to assess business impact, analyze call drivers and spikes, and refine workflows through cost‑benefit and root‑cause analysis. Education and Experience 1+ years of call center experience or a BS in a quantitative field such as mathematics, science, or business analytics. Skills and Qualifications Translate complex technical data for non‑technical audiences and deliver clear, compelling presentations to Senior Management and Directors. Provide “white‑glove” stakeholder support, building trusted partnerships while resolving high‑stakes, enterprise‑impacting issues. Partner cross‑functionally with Product, Engineering, and CX teams to influence solutions, align priorities, and drive enterprise‑wide outcomes. Apply advanced quantitative and qualitative analysis to synthesize complex technical challenges into actionable, customer‑centric insights. Design and implement innovative solutions to resolve legacy problems, optimize inefficient processes, and improve operational performance. Lead multiple high‑priority initiatives simultaneously, demonstrating operational resilience, adaptability, and execution excellence in fast‑paced, ambiguous environments. Salary Compensation: $63,150.00 / Year – $82,500.00 / Year. The base pay range shown is a guideline. Individual total compensation will vary based on qualifications, skill level, and competencies; compensation is based on the role’s location and is subject to change based on work location. 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 in the company benefits portal. Candidates must successfully complete a pre‑employment screen, which may include a drug test and DMV check. Equal Employment Opportunity EchoStar is 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 accommodates sincerely held religious beliefs of employees, and offers reasonable accommodation to qualified applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship, direct threat of substantial harm, or is otherwise not required by law. Applicants with arrest or conviction records are considered in accordance with applicable law. Accessibility and Accommodation EchoStar endeavors to make its website and application process accessible. If you would like to discuss accessibility or accommodations, please contact the designated accommodation request email. #J-18808-Ljbffr OnTech Smart Services L.L.C.