Customer Experience (CX) Manager – International Business

| Greater Denver Area
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Summary

Sling TV L.L.C., a subsidiary of DISH Network Corporation (NASDAQ: DISH), provides over-the-top television services including domestic and international live and Video-On-Demand programming. It is available on televisions, tablets, computers and smartphones. The Sling TV programming portfolio includes content from Disney, ESPN, HBO, AMC, Turner, Scripps, EPIX, Univision and Maker Studios. Sling International (formerly DishWorld) currently provides close to 200 channels in 18 languages across multiple devices to U.S. households. Sling TV is a next-generation service that meets the entertainment needs of today’s contemporary viewers. Visit www.Sling.com.

Job Duties and Responsibilities

The Opportunity

Television is at an inflection point. This is your chance to be a part of a team that is transforming entertainment by changing the perception of what television is and how it can be enjoyed. Driven by the broad appeal of being able to watch live sports, movies and shows anywhere, anytime, Sling TV is the first and only provider of live television over the internet to multiple devices in your home or outside.

 

Customer Experience (CX) Manager – International Business

We are seeking a passionate, energetic and flexible individual to join our International Business Unit as a CX Manager.  The International Business team is responsible for the strategy, content acquisition, business development and marketing across both DISH and Sling platforms.  For more than 15 years, DISH has been the pioneer in International Content for U.S. ethnic markets including Hindi, Arabic, Punjabi, Urdu, Brazilian, Polish, Mandarin, Cantonese, and many others.

The CX Manager will be responsible for improving customer experience across both DISH and Sling customer touchpoints to drive long-term, profitable customers.  This includes:

  • Driving solutions to improve churn across DISH and Sling via product improvements and customer touchpoints enhancements;
  • Working with internal business teams (IT, CXO, Operations, Loyalty/Retention) to define business requirements, develop scope of work, and launch, manage and measure programs and initiatives to consumers;
  • Championing results of initiatives to increase organizational understanding of churn and CX.

A successful candidate should be comfortable working independently in a fast-paced environment, taking the initiative, building relationships with call center management and agents, programming operations, and other internal teams, and using an in-depth understanding of our product and the customer life cycle to find creative solutions as needed.

Key Responsibilities

  • Manage customer viewing experience improvement projects like content curation, channel performance improvements, etc.
  • Manage all aspects of International Business CX projects: gather requirements, develop project plans, oversee development and implementation, quality assurance to ensure project delivery within allotted budget and timelines
  • Manage customer feedback collections, analyses trends, identifies and implements improvements opportunities
  • Work with call center management on creating agents incentives to drive business results
  • Analyze results to ensure compliance with International business and larger enterprise goals
  • Lead ongoing reviews of customer support processes, develop optimization strategies and manages their implementation

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Skills - Experience and Requirements

Requirements

  • Bachelor’s degree; MBA is a plus; Passion for international (preferred)
  • At least 3 years of management experience required, preferably in a call center environment
  • Thrive in a fast-paced and ever-changing environment with a high capacity to multi-task and handle tight deadlines on a daily basis
  • Strong verbal and written English communications skills; must be able to clearly and effectively communicate complex concepts to a large and varying audience
  • Ability to influence and collaborate across various functional groups including call center, retention, sales, marketing, finance and programming 
  • Sound analytical skills; ability to review and analyze a large volume of data
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Location

We have 2 headquarters in the Greater Denver area - you won't have to travel far! Business teams sit just south of DTC, while our IT team is downtown.

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