Product Analyst III - Contact Channels

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 Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.
Job Duties and Responsibilities
Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.
The Contact Channel Optimization team works within the larger Customer Experience Operations (CXO) department. It is responsible for eliciting vision, scope, and requirements for the IVR and Chat self-service channels for Dish TV and Boost Mobile. The Product Analyst will focus on using product data to understand the customer experience and platform performance and leverage that data to inform improvement recommendations and long term product strategy. This individual will be an internal expert/advisor who must be able to lead cross-functionally and indirectly through influence and relationship building.
An ideal candidate will have experience working with large data sets, writing queries, and delivering insights and recommendations. They will have a proven track record of delivering results with a customer-centric mindset, analytical prowess, innovative attitude, and a collaborative spirit.
Key Responsibilities:

• Apply strong analytical skills to ask the right questions, interpret data from multiple sources (performance metrics, call listening, Tableau, etc.), and translate findings into actionable insights.
• Identify key problems, trends, and opportunities across the IVR and Chat experience through data-driven evaluation.
• Partner with Product Managers to drive strategic focus and deliver measurable impact on core KPIs.
• Proactively uncover opportunities for improvement and lead the initiation of enhancements or fixes.

Skills, Experience and Requirements
Education & Experience:

• Bachelor's degree from four-year College or university; or at least four years related experience and/or training; or equivalent combination of education and experience

Skills and Qualifications:

• Intermediate to expert-level proficiency with Excel or Google Sheets
• Experience using SQL (or similar) to pull data and create meaningful insights
• Experience operating within the agile development methodology
• Knowledge of digital technology and vendors
• Ability to interact with and communicate effectively with a large spectrum of different stakeholders, including IT personnel and senior business executives
• Self-starter who is comfortable dealing with ambiguity and working in a fast-paced, constantly changing environment while handling different situations and tasks with minimal direct oversight from management

Visa sponsorship not available for this role
Salary Ranges
Compensation: $63,150.00/Year - $90,000.00/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.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish )