Customer Experience Communications Lead

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 Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a first-of-its-kind 5G network, a passion for change and the power to drive it, we'll emerge as the nation's fourth facilities-based wireless carrier and a disruptive force in the market at large.
Job Duties and Responsibilities
Are you a detail-oriented, analytical problem-solver with a passion for enhancing customer experiences? We're looking for a Customer Experience Communications Lead to map, document, and refine our customer communication journeys across all owned messaging channels , ensuring seamless and impactful engagement at every touchpoint.
In this role, you'll have a direct impact on customer engagement and business success by streamlining communication workflows, identifying opportunities for automation, and ensuring alignment with our overall strategy. You'll collaborate closely with Customer Comms Strategy and Deployment teams, Business Ops, CXO, and IT to enhance messaging effectiveness and optimize system integrations.
This is an opportunity to shape and influence key communication strategies , drive operational efficiency, increase personalization and improve the way we connect with customers at every touchpoint. If you thrive at the intersection of strategy, technology, and customer experience, we'd love to hear from you!
Key Responsibilities:

• Own and optimize end-to-end customer communication workflows across email, SMS, and push notifications, ensuring a seamless and personalized customer experience
• Visualize and document key customer touchpoints, triggers, and dependencies, providing a clear roadmap for effective engagement
• Collaborate cross-functionally with strategy, marketing, and deployment teams to analyze existing workflows, systems, and dependencies, identifying areas for enhancement
• Partner with IT and engineering teams to understand and document transactional communication processes, ensuring seamless system integrations and accurate deployment
• Identify and resolve inefficiencies in communication workflows, recommending and implementing process improvements that enhance scalability, automation and personalization
• Develop and maintain structured, up-to-date documentation of all communication triggers, workflows, and system dependencies to support operational clarity
• Act as a key liaison between business and IT teams, driving alignment on technical and strategic requirements, timelines, and deliverables
• Manage project timelines and execution , ensuring timely delivery of process mapping, optimization initiatives, and continuous workflow improvements
• Support and lead cross-functional initiatives aimed at enhancing customer engagement strategies, driving efficiency, and maximizing the impact of communication channels

Skills, Experience and Requirements
Education and Experience:

• Bachelor's degree in Engineering, Business, Marketing, Information Systems, or a related field (preferred)
• 3-5+ years of experience in marketing operations, process mapping, or a related field
• Experience managing cross-functional projects , demonstrating self-reliance, adaptability, and proactive problem-solving
• Project Management Experience: Familiarity with Agile methodologies, Jira, Asana, or Monday.com to track initiatives and optimize workflows
• Lifecycle & Retention Marketing: Experience developing customer journeys that drive engagement, retention, and loyalty

If you meet some but not all of the skills and qualifications below, we encourage you to apply!
Skills and Qualifications:

• Process Mapping & Optimization: Hands-on experience using Visio, Lucidchart, Miro, or similar tools to visualize and enhance customer communication flows
• Strong project management skills, including timeline management, stakeholder coordination, and process execution
• Proven expertise in mapping and optimizing complex workflows and customer journeys, including process documentation, gap analysis, and solution recommendations
• Understanding of API-driven messaging and system integration processes is a plus
• Marketing Operations & Automation: Experience working with CRM platforms (Salesforce, HubSpot, Braze, Iterable, etc.) and marketing automation tools to optimize communication workflows is a plus
• Data Analysis & Reporting: Experience leveraging customer behavior analytics (Google Analytics, Adobe Analytics, Looker, Tableau) to refine communication strategies is a plus
• Analytical mindset with a data-driven approach to decision-making

Visa sponsorship not available for this role
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.