Department Summary
DISH is a Fortune 250 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We also pioneered the first live, internet-delivered TV service - Sling TV - that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.
Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.
We are driven by curiosity, pride, adventure, and a desire to win - it's in our DNA. We're looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story.
Opportunity is here. We are DISH.
Job Duties and Responsibilities
This Data Scientist II position is within the Performance Optimization (PO) team in the Customer Experience Operations (CXO) organization. PO is a shared resource of data engineers, software developers, data analysts, and data scientists. We provide performance measurement and reporting for CXO teams. Our focus is on establishing a source of truth consensus for data, consolidating tools and automating reporting to reduce operational complexity, and arming CXO with the data insights needed to understand the agent and customer experience to drive strategies that put DISH in a position to win.
Data scientists on this team are focused on improving Dish's customer care experience across pay TV and wireless. This is accomplished by reducing customer effort, measured by mins/sub, reducing customer experience-related churn, and building the best agent team through optimized hiring and effective goal setting.
Types of projects the team works on include:

• Set Top Box Health Proactive Signal Care: Reduce customer churn and call minutes by proactively pairing customers with signal degradation to excess technician job capacity
• Resume Parsing: Reduce agent attrition and improve contact center performance by automatically extracting pre-hire attributes from resumes to build a predictive model of which candidates to hire
• Call in Rate Mitigation - Payments: Reduce call minutes and increase digital engagement by identifying customers who are making payments with agents but are able to use self-service options and attempt to shift their behavior
• Semantic Analysis: Identify contact drivers, customer pain points, and customer / agent sentiment from call / chat transcripts, IVR utterances, and VOC surveys using NLP methods such as topic modeling and knowledge graphs

Primary Responsibilities:

• Data-driven decision making advocate: Establish a source of truth consensus and deliver data to the users in a way that helps them make intelligent data-backed decisions.
  • Develop and execute statistical and mathematical solutions to core business problems
  • Extract, clean, manipulate and visualize large amounts of data to deliver actionable insights
  • Produce recommendations and use statistical techniques, experimentation and hypothesis testing to validate your findings
  • Build and productionalize end-to-end machine learning models
• Strategic Collaborator: Participate in the design and architecture of ML solutions, experiments, and causal inference with the team and external stakeholders. Interface with other teams as needed to resolve dependencies.
  
  • Partner with business owners to identify areas of opportunity both within CXO and with other departments
  • Iterate on previous models / findings to drive continuous improvements
• Storyteller: Organize and present information to bring the project to life with both formal and informal presentations to large and small groups, and technical and non-technical audiences.
  • Effectively communicate project statuses and key insights both within CXO and with other departments
• Peer leader and best practice ambassador: Serve as a source of knowledge for proper analytical / statistical techniques within the department. Share with, and learn from, peers to elevate others with us across the org. Work alongside other team members to integrate components into a finished product.
• Automation expert: Free up teams to focus on customer and employee experience strategy by automating repetitive tasks.
• Innovator, Trailblazer, and Disruptor: Thrive on ambiguity and actively seek new ways to fracture the status quo and bring yourself, your peers, the organization, and the company to the next level.

Skills, Experience and Requirements
Minimum Skills, Experience and Requirements:

• At least a BS in a quantitative field such as statistics, data science, or business analytics (MS preferred)
• EDA (exploratory data analysis), causal inference, modeling, and machine learning experience in R and/or Python
• Knowledge of common statistical and machine learning algorithms and techniques
• Ability to efficiently write complex SQL queries
• Excellent quantitative and analytical abilities
• Excellent written and verbal communication skills with the ability to write reports and procedure documents
• Capacity to deliver a technical message to a non-technical audience
• Positive and solution-oriented mindset

Prefered Skills, Experience and Requirements:

• Experience using ETL (Extract, Transform, and Load) and using SQL-based and non-SQL-based technologies
• Experience with foundational AWS services: such as EC2, S3, Redshift, Sagemaker, etc
• Data visualization experience (Tableau, ggplot2, etc.)

Salary Range
Compensation: $80,000.00/Year - $108,000.00/Year
Benefits
From versatile health perks to new career opportunities, check out our benefits on our careers website.
Candidates need to successfully complete a pre-employment screen, which may include a drug test.