Director, Workforce Management - Customer Experience

Company Summary
DISH, an EchoStar Company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products, and now we are building America's First Smart Network™.
Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile, OnTech and GenMobile.
Department Summary
We're seeking an analytical, innovative leader to join our Customer Experience Operations (CXO) senior leadership team. Reporting to the VP of Strategic Planning & Shared Services, you'll lead teams responsible for optimal staffing across all lines of business while maintaining financial discipline to support key initiatives across CXO and EchoStar.
Job Duties and Responsibilities

• Direct the WFM Strategic Planning team handling capacity planning, WFM tool ownership, M&A project management, and strategic initiatives
• Lead CXO Resource Teams managing contact forecasts, scheduling, and real-time queue management across all brands (DishTV, SlingTV, OnTech, Boost, and Ting)
• Optimize headcount spend while driving quality and employee engagement, considering seasonality and surge needs
• Build and develop a high-performing team of Capacity Planning and Workforce Management leaders and experts in a 24/7 environment
• Engage with industry peers to ensure staffing technology and internal customer support remains best in class

Skills, Experience and Requirements

• Customer obsessed with visionary thinking
• Strong influencer skilled at building cross-departmental coalitions
• Proven record of exceeding expectations and elevating performance standards
• Passionate about team development and excellence
• Exceptional analytical skills with ability to translate complex data into actionable workforce strategies
• Strong business acumen to align staffing decisions with financial objectives and operational requirements
• Confident decision maker, with the ability to incorporate the human element of staffing a workforce of 5,000 FTEs and vended agents

Key Position Qualifications

• Executive-level communication skills across all mediums
• Experience leading major strategic initiatives in large organizations
• 5+ years leadership experience in workforce management
• Expert knowledge of forecast modeling and process design
• Prior experience in staffing BPOs using an interval commit capacity model strongly preferred
• Experience leading 25+ member teams
• Bachelor's degree with 5+ years relevant experience (or equivalent)
• Ability to thrive in fast-paced environments
• Talent for recruiting and developing team members
• Willingness to travel 10-20% (including internationally) and work from South Denver HQ

Salary Ranges
Compensation: $185,000.00/Year - $225,000.00/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.