Customer Experience & Strategy Specialist

Job Description

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.

Our Customer Experience Operations (CXO) teams excel at simplifying lives and helping communities get the most out of our services from DISH TV to Boost Mobile. Our agents are tuned in to the needs of our customers. That’s why DISH has been named #1 in Customer Satisfaction by J.D. Power for six consecutive years.

Job Duties and Responsibilities

The Customer Experience & Strategy Specialist specializes across our core lines of business, including Boost Mobile, DISH TV, OnTech, and Sling TV . While servicing our customers, this role serves as an expert to create recommendations on agent tools and processes, test new workflows, and provide feedback to skill owners, corporate operations managers, executives, and field leadership in order to improve the holistic customer and agent experience.

Key Responsibilities:

• Maintain a consistent rotation of live customer interactions (Wireless/DISH TV) via phone and chat, leveraging Generative AI platforms to accelerate documentation accuracy and analyze live tool behavior for real-time efficiency gains
• Utilize and evaluate AI-driven support tools and Generative AI platforms to streamline data categorization, sentiment analysis, and response drafting
• Execute end-to-end validation of tool and process enhancements to ensure seamless deployment and service continuity across multiple lines of business
• Facilitate immersive customer journey observations for corporate and executive leadership, leveraging live interactions to identify high-impact friction points and align organizational strategy with real-world customer pain points
• Transform front-line observations into data-backed, actionable recommendations for corporate & executive stakeholders, utilizing advanced interpretation techniques to quantify friction points and drive continuous operational improvements
• Act as a subject matter expert (SME) for Wireless and PayTV operations, partnering with stakeholders to influence the roadmap of agent-facing tools & processes
• Omnichannel Support: Maintain a consistent rotation m inimum of 20hrs per month of live customer interactions (Wireless/DISH TV) via phone and chat, leveraging Generative AI platforms to accelerate documentation accuracy and analyze live tool behavior for real-time efficiency gains.

Skills, Experience and Requirements

Education and Experience:

• High school diploma or equivalent
• Minimum 2 years of customer service experience (experience in telecommunications or satellite TV preferred)

Skills and Qualifications:

• Intermediate level of proficiency in Microsoft Office and/or G-Suite applications
• Familiarity with AI productivity tools (e.g., ChatGPT, Claude, Gemini) and an understanding of how to use AI-assisted interfaces for data retrieval and documentation
• Proven ability to maintain high performance in a high-volume, live-interaction environment
• Must be comfortable spending a majority of production time directly engaging with customers via phone and chat to gather real-time qualitative data
• Demonstrate a high capacity for rapid experimentation and learning, maintaining the flexibility to pivot workflows in alignment with evolving tech stacks and shifting business requirements
• Basic analytical skills with the ability to collect, organize, and disseminate information; ability to formulate a problem statement based on observations
• Detailed oriented with strong interpersonal skills; ability to work effectively in a team environment and across cross-functional teams
• Position is full time on-site

Schedule: Monday-Friday 8:30 AM - 4 PM

Visa sponsorship not available for this role

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. 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 ziprecruiter.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)