Senior Program Manager - Retail Tools - DISH

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.

Our Retail Wireless team, serving our Boost Infinite, Boost Mobile and Gen Mobile Brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a first-of-its-kind 5G network, a passion for change and the power to drive it, we’ll emerge as the nation’s fourth facilities-based wireless carrier and a disruptive force in the market at large.

DISH Wireless is actively seeking a Retail Tools Program Manager to join our dynamic team. As a Program Manager within our high-energy retail wireless training and development department, you will play a pivotal role in supporting our field sales teams. Your primary responsibilities will include retail tool management, the development roadmap of functionality releases for upcoming programs & initiatives, and the effectiveness of daily usage & customer interactions. Working closely with team members, you will contribute to measuring the effectiveness of front-end retailer tools and collaborate on evaluating and exploring new opportunities to ensure our toolset remains best in class. Join us in shaping the future of wireless technology as we strive for excellence in maximizing sales and enhancing the customer experience.

Key Responsibilities: 

• Establishes and builds relationships with cross-functional resources inside the team and across the business; responsive and adaptable to feedback and change
• Conducts needs analysis with partners, managers, and executive leadership to determine platform needs, key deliverables, and timelines
• Designs and develops top-quality, coherent, and concise tool requirements driving roadmap strategy to improve overall user and business capabilities; incident management prioritizing business needs and urgency
• Applies customer journey design principles to create well-structured, user-centered tools that heighten the customer experience
• Interfaces with project managers, business analysts, developers, subject matter experts, and users during all phases of system analysis, testing, training, and deployment. Manages tool projects from needs assessment to evaluation
• Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; can comfortably handle risk and uncertainty
• Work independently and proactively; you know when to get others involved, and how to work with peers inside and outside Tools and IT development teams

Education and Experience:

• Bachelor’s or Master’s degree in a related field, and/or have equivalent, 4-8 years of relative work experience

Skills and Qualifications:

• Ability to effectively interact with all levels of organizational staff; competencies include excellent presentation/facilitation, organizational, analytical, interpersonal, and written/oral communication skills
• Experience as a team lead for projects or programs; strengths include leading by example, decisiveness, motivating others, and being highly adaptable to change
• Practical experience and skill with tool-related systems & functions (e.g. POS systems, tool integrations/connections, user acceptance testing, data/reporting outputs)
• Flexible, innovative, and able to manage responsibilities and priorities in a fast-paced, growth-oriented, and time-critical environment
• Ability to travel if required (10% -15%)
• Retail Wireless corporate experience is a plus