Business Operations Analyst III (Wireless Processes)

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
We are seeking a highly motivated and skilled Business Operations Analyst III to join our Customer Experience Organization (CXO) team and play a pivotal role in elevating the user experience across our Boost Mobile applications. This role offers a unique opportunity to drive strategic initiatives that improve operational efficiency, resolve pain points, and create a best-in-class experience for both our customers and agents.
Primary responsibilities include:

• Technical Investigation & Deep Dives: Conduct in-depth research and investigation into customer escalations to identify systemic or process breakpoints and advocate for solutions that enhance the user experience.
• User Feedback/Insights: Hold regular roundtable discussions with agents to determine biggest pain points, systemic issues, and identify impacts of proposed solutions.
• Project Feasibility Analysis: Identify if existing solutions exist for projects on application roadmaps. Work with teams across the business who can implement solutions, if solutions don't exist.
• Process Mapping: Facilitate process mapping workshops to identify bottlenecks and optimize workflows.

Skills, Experience and Requirements
Skills and Qualifications:

• The successful candidate will possess the following:
  
  • Bachelor's degree in a technical or business discipline or proven experience in project management or similar role. An equivalent combination of education and experience is acceptable.
  • Ability to pull and interpret data to inform decision-making and measure success. Previous experience with SQL is preferred.
  • Ability to collaborate effectively with cross-functional teams including developers, business analysts, project managers, and customer support to identify and advocate for process improvements.
  • Strong technical acumen and ability to understand complex systems.
  • Ability to drive change and influence stakeholders.
  • A passion for customer experience and a commitment to continuous improvement.

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: 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.