Business Operations Manager II, Advanced Process and Tools

Company SummaryEchoStar 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 SummaryOur 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 ResponsibilitiesCandidates must be willing to participate in at least one in-person interview:The Business Operations Manager II addresses critical agent and customer friction points across operational processes and support tools. By leading a team of Program Managers, this role resolves systemic process gaps and tool limitations that drive up contact volume and operational costs. Through strategic collaboration with IT and CXO leadership, the position ensures targeted technical enhancements are prioritized and implemented to streamline workflows.What Success Looks Like (Objectives):Lead and mentor a high-performing team of Program Managers to achieve departmental operational efficiency OKRsDirect deep-dive root cause analyses into agent tool pain points, ticket trends, and UI usability roadblocksConduct quantitative impact sizing models on call volume, handle time, and transfer rates to build business cases for IT backlog prioritizationLeverage modern AI capabilities, Generative AI/LLMs, and automated workflow tools to optimize agent efficiency and communication processesBuild strategic partnerships across CXO, IT, and cross-functional teams to execute continuous tool and process improvementsSkills, Experience and RequirementsCore Skills and Competencies (What you'll bring):Direct supervisory and people leadership capabilities to coach professional Program Managers and manage team capacityAdvanced analytical research skills to translate qualitative frontline feedback into quantitative impact modelsAI Literacy to leverage modern productivity technologies, Generative AI/LLMs, and automated workflow toolsAdaptability and change management expertise to navigate ambiguous situations and make decisive actions without complete dataSuperior executive communication skills to write succinct updates and present strategic proposals to Senior LeadershipStrong stakeholder management abilities to build cross-functional alignment across IT and enterprise business unitsAdditional Qualifications:Willingness to travel occasionally to CXO site locationsMinimum Requirements:Minimum Education: Bachelor’s degree in Business Operations, Program Management, Process Engineering, or a related fieldMinimum Experience: 3+ years of experience in business operations, program management, or process engineeringRequired Technical Skills: Must have at least 1 year of experience with:Direct supervisory or people leadership in an operational or technical environmentData analysis and quantitative impact sizing modeling toolsProcess improvement and IT workflow management systemsVisa sponsorship not available for this positionSalary RangesCompensation: $83,950.00/Year - $119,900.00/Year BenefitsWe 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 click.appcast.io 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)