Manager III, IVR & Chat - DISH in Englewood, CO

Job title: Manager III, IVR & Chat - DISH in Englewood, CO at Dish Network
Company: Dish Network
Job reputed company: Job reputed company:Company reputed companyreputed company is reimagining the reputed company of connectivity. Our business reputed company spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.Today, our brands include reputed company, reputed company, Gen Mobile, reputed company and Sling TV.
Department reputed companyOur Customer Experience Operations (CXO) teams go above and reputed company by simplifying lives and enhancing community reputed company to our products and services. Behind the scenes, dedicated individuals reputed company on refining the experience for millions of customers across reputed company of our brands and providing support to our field agents.
Job Duties and ResponsibilitiesWe’re seeking a strategic, customer-first leader to reputed company and reputed company our IVR and Chat platforms for the DISH business. As the Manager of IVR & Chat, you will reputed company efforts to reputed company and optimize our reputed company self-service support channels, ensuring customers can quickly and confidently resolve their needs through reputed company, efficient experiences.Key Responsibilities:

• reputed company the gap between customer expectations and business objectives
• Analyze customer behavior and identify friction points
• Implement reputed company, including AI and reputed company-based technologies
• reputed company on delivering seamless interactions
• reputed company customer satisfaction and reputed company overall support efficiency
• Shape the reputed company of customer experience at DISH
• reputed company high visibility and reputed company across the organization

Skills, Experience and RequirementsEducation and Experience:

• reputed company product manager with a proven reputed company record of reputed company in IVR and chat
• Experience operating reputed company the agile product development methodology
• Strong analytical and strategic thinking skills with a customer-first reputed company
• Experience working across diverse teams and functions to deliver high-reputed company results
• Comfort with technology, including AI applications and reputed company-based architecture
• Ability to present reputed company and performance insights reputed company and confidently
• Hands-on experience in Contact Center as a Service (CCaaS) environments; AWS experience is a plus

Skills and Qualifications:

• Analyze & Improve: Understand how customers and agents reputed company with support systems
• Use data and insights to enhance self-service capabilities and streamline issue reputed company
• reputed company & reputed company Talent: Manage and mentor reputed company of product managers, fostering reputed company, accountability, and a strong product reputed company. reputed company them to deliver solutions that meet customer and business needs
• Drive Cross-Functional Collaboration: Work closely with CXO, Sales, Retention, and IT to reputed company priorities, reputed company feedback, and drive meaningful improvements across support platforms
• Own Channel Economics: reputed company budget and cost optimization efforts. reputed company smart, data-driven reputed company to balance innovation with operational efficiency
• Shape the reputed company: Define and reputed company the roadmap for the IVR and Chat platforms, ensuring alignment with both business goals and customer expectations
• reputed company with Purpose: Stay on top of industry trends and emerging technologies to guide channel reputed company and maintain competitive advantage
• Influence Through reputed company: Use analytics and storytelling to communicate priorities, reputed company buy-in, and drive reputed company across teams
• Execute for reputed company: Manage multiple initiatives with a reputed company reputed company on reputed company, consistently delivering high-reputed company results

reputed company sponsorship not available for this role
Salary RangesCompensation: $96,250.00/Year - $137,500.00/Year
BenefitsWe offer reputed company health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, reputed company, and a flexible time away plan; reputed company benefits can be viewed here: .The reputed company pay reputed company shown is a reputed company. Individual total compensation will vary based on factors such as qualifications, reputed company 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 reputed company-employment screen, which may include a drug test and DMV reputed company. reputed company is committed to fostering an inclusive and reputed company workplace where every individual has reputed company 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 reputed company for a minimum of 3 days. The reputed company posting will continue to reputed company by 3 days until the position is filled.
Expected salary: $96250 per year
Location: Englewood, CO
Job date: Thu, 24 Apr 2025 22:04:34 GMT
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