App Development & Experience Operations Manager II

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 Ticketing App (Case Manager) is an essential application on the agent desktop, part of our App Development & Experience (ADX) team. It's the primary channel for our frontline agents to submit delayed-assistance tickets, ensuring customer concerns are resolved efficiently. This application is crucial for our caseworking teams, empowering them to deliver solutions and providing a world-class customer experience. Essentially, the Case Manager App team exists to eliminate any barriers an application might create between a customer's resolution and an agent's ability to provide outstanding service.
As a Business Operations Manager, you'll lead a diverse team of developers, content creators, and scriptwriters in building and optimizing these critical ticketing processes. This means you'll be evaluating existing workflows, identifying key areas for improvement, and overseeing both frontend application processes and backend development that partners closely with our IT teams. A core part of your role will be to define and articulate a strong vision for the application, creating a strategic roadmap that outlines clear team goals aligned with our overarching customer experience objectives.
Key Responsibilities:

• Oversee the vision, design, and implementation of the Case Manager Application, consistently working to remove barriers and enhance our agents' ability to provide world-class customer service
• Evaluate existing ticketing processes and identify key areas for optimization within the application, ensuring seamless and efficient workflows
• Lead and develop a team of technical experts, including developers, content creators, and scriptwriters. You'll foster their growth through challenging assignments, frequent development discussions, and compelling goal plans
• Create and maintain a strategic roadmap for the team and application, communicating initiatives that drive performance enhancements and align with stakeholder needs
• Partner and build strong relationships with various stakeholders across the organization, translating complex technical concepts into clear, actionable insights
• Apply strong analytical, problem-solving, and logic skills to define problems, collect data, establish facts, and draw valid conclusions, even when dealing with abstract and technical variables
• Make sound decisions based on a blend of analysis, wisdom, experience, and judgment, particularly in a fast-paced and highly dynamic environment where you can comfortably cope with change and uncertainty

Skills, Experience and Requirements
Education and Experience:

• A Bachelor's Degree from a four-year college or university, or at least 4 years of people leadership experience. An equivalent combination of education and experience is also satisfactory
• A conceptual understanding of APIs, database infrastructure, and server-side operations. While you don't need to be fluent, you can effectively lead a team working with Python, JavaScript, and complex system integrations
• Experience influencing and driving strategic, cross-functional initiatives within a team environment

Skills and Qualifications:

• The ability to learn quickly, multi-task, prioritize, and work effectively under pressure in a rapidly evolving landscape
• Excellent presentation, organizational, analytical, interpersonal, and written/oral communication skills, enabling you to effectively communicate with all levels of organizational staff

Visa sponsorship not available for this role
Candidates must be willing to participate in at least one in-person on-site interview.
Salary Ranges
Compensation: $72,350.00/Year - $103,400.00/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.