Product Manager, Conversational Analytics - DISH

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 Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.

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:

We are seeking a Product Manager, Conversational Analytics, to join our team. The ideal candidate will be responsible for day to day management of our XM Discover product within the Qualtrics platform. This role will be responsible for identifying customer feedback trends and providing actionable insights to drive business performance. The Product Manager, Conversational Analytics will work closely with stakeholders across the organization to understand their business needs and assist with developing ongoing category/topic modeling, reporting dashboards and trend analysis to inform day to day business decisions.

 

Key Responsibilities:

• Develop and maintain dashboards, reports, and data visualizations to effectively communicate findings and insights from the XM Discover data
• Collaborate with stakeholders across the organization to understand business needs and develop reporting views that effectively provide actionable insights
• Uncover emerging themes from the XM Discover data that will help optimize existing business processes and identify potential new processes
• Provide ongoing management of the XM Discover platform enabling new features and functionality as well as driving adoption across the organization
• Responsible for monitoring day to day data transfers of XM data sources being ingested into the XM Discover platform and quickly triage any issues that arise
• Partner with teams across the organization to refine and train AI, NLU, and ML models to ensure data optimization and accuracy
• Serve as the XM Discover administrator providing user management, permissions and putting guardrails in place to ensure data integrity is not compromised

Skills, Experience and Requirements:

Education and Experience:

• Bachelor's or Master's degree in Computer Science, Data Analysis, or a related field
• 3+ years of experience in data analysis, customer experience research, product management or similar roles
• Preferred: experience using the Qualtrics platform, particularly the XM Discover product

Skills and Qualifications:

• Proficient understanding of AI, NLU, and NLP technologies and capabilities
• General understanding of statistical analysis, research methodology, and data visualization
• Strong analytical, problem-solving, and critical-thinking skills
• Excellent communication and interpersonal skills with the ability to collaborate effectively with stakeholders across the organization

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.

 

This will be posted for a minimum of 3 days or until the position is filled.

Salary Range:USD $72350.00 - $103400.00 / Year