Sling TV L.L.C. provides an over-the-top (internet delivered) television experience on TVs, tablets, gaming consoles, computers, smartphones, smart TVs and other streaming devices. Distributed across a variety of strategic device partners, including Google, Amazon, Apple TV, Microsoft, Roku, Samsung, LG, Comcast, and many others, Sling TV offers two primary domestic streaming services that collectively include more than 100 channels of top content. Featured programmers include Disney/ESPN, Fox, NBC, AMC, A&E, EPIX, NFL Network, NBA TV, NHL Networks, Pac-12 Networks, Hallmark, Viacom, and more. For Spanish-speaking customers, Sling Latino offers a suite of standalone and extra Spanish-programming packages tailored to the U S. Hispanic market.  And for those seeking International content, Sling International currently provides more than 300 channels in 20 languages (available across multiple devices) to U.S. households. 

Sling TV is the #1 Live TV Streaming Service  Sling TV is a next-generation service that meets the entertainment needs of today’s contemporary viewers. Visit www.Sling.com. 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 Sling.

Job Duties and Responsibilities

The Conversational AI Analyst plays a critical role in expanding our digital offering of customer self-help tools.  The Analyst role is responsible for working cross-functionally to build tools that customers can use to engage with Sling from a customer care perspective and optimize our existing tools suite.  You will combine a love of data with business judgement and communication skills to develop strategies for our customer self-help platform.  You will assist the Digital Customer Experience team in shaping product development and strategic/operational decision-making, with the goal of increasing tool usage across all customer segments.  A successful candidate will be a self-driven individual who is comfortable working in a fast-paced environment and a proven collaborator who can problem solve.

The Responsibilities

• Understand the customer pain points and information that customers seek about Sling
• Develop and maintain AI tools that customers can use to find information and self-serve
• Participate, build and maintain road map for conversational AI capabilities at Sling across web, social media and voice channels
• Work closely with Data Analytics team to analyze customer behaviors, initiate, and manage projects to improve the Sling customer experience
• Define, develop and manage relevant metrics and dashboards to support business operations decision making
• Use business intelligence to recommend, initiate, manage projects and make trade-offs that will help improve the business processes and customer experience

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Skills - Experience and Requirements

The Right Stuff

• Bachelor’s degree from four year college or university OR 4 to 6 years of work experience OR a combination of education and work experience
• Experience with conversational AI capabilities preferred
• Strong communication skills to communicate effectively with senior executives and other business units to form strong cross org and cross enterprise wide relationships
• Excellent thought leadership and project management skills; ability to operate in a rapidly changing environment with a sense of urgency
• Strong collaborative/ team work skills; a problem solver with a results orientation
• Attention to detail and ability to work with numbers and data to produce meaningful insights
• Passion for TV, technology, being a part of something that will redefine the future