VP, Wireless Technical Care Operations - DISH

At EchoStar, we deliver value without compromise, continually redefining what’s possible from a mobile carrier for more than nine million customers.

Our teams reimagine connectivity through new platforms, new business models and new ways of thinking. Today, we’re building a multi-brand wireless telco alongside Echostar and its first-of-a-kind network to upend the retail market and deliver groundbreaking new experiences for all. 

Together, we’ll draw on our legacies of disruption to change the way the world communicates.

This position requires a highly motivated individual with solid technical and leadership capabilities to lead the Wireless Technical Operations organization. 

As a VP, Technical Operations, you are customer-obsessed at heart and a problem solver. You are someone who can easily talk to partners and customers, understand technologies, customer experiences, and end-to-end business processes. You are comfortable with challenging assumptions and open to innovative ways to implement technical solutions.

The individual will report to the SVP, Wireless Technical Care and Experience Operations, and interface extensively with executive leadership and cross-functional groups within the company. The individual will be responsible for managing a senior team of managers, Technical care representatives and case managers. , Service continuity analysts, and business analysts aligned around technical care experiences for the Wireless  line of business.

Responsibilities:

• Manage, mentor, and inspire a team of managers, providing both functional, technical, and strategic direction.
• Partner with functional owners, internal and external partners to define end-to-end tools and processes to solve complex issues affecting customer experience
• Builds and leads the Wireless Technical Operations team that is responsible for porting and activation, MNO and partner MVNO ticket management, case management and customer escalations, and service continuity. 
• Design and deliver insights, and measurements through top-level KPI's and other process-based metrics and measurements
• Facilitates employee feedback programs that focus on customer experience and encourage employee engagement to improve customer interactions.
• Partners with the technology, data architecture teams, and business leads to ensure the right objectives are prioritized, the correct solutions are implemented, and customers satisfaction objectives are reached or exceeded.
• Regularly collaborates and liaises with internal teams to ensure customer insight is at the forefront of all service functions and tools
• Develop and maintain relationships with key influencers within the organization.
• Manage vendor relationships with key partners.
• Perform other duties assigned.

Education and Experience Required

• Bachelor's degree in a technical or business discipline from a four-year college or university, and engineering Degree is preferred
• An MBA or advanced degree is strongly preferred.
• 10+ years of telecom industry, wireless industry, or customer management (or relevant) experience.
• 10+ years of managing people.
• An equivalent combination of education and experience will be considered.

Key Success Factors

• BA/BS degree with emphasis on business administration, agribusiness, or equivalent. 
• 10+ years of experience in customer experience, IT or system-based customer operations, or related fields.
• Technical and Systems knowledge in wireless
• Leadership that builds teams, relationships, and credibility as a trusted partner and doer.
• Ability to communicate effectively on a regular cadence to senior executives on strategies, goals, and status across all customer regions.
• Excellent people management skills, including the ability to influence a wide range of audiences across regions.
• Understanding of telecom services, video subscription services, and related fields.
• Expert knowledge of Customer Experience to anticipate a wide range of future CX needs and opportunities.
• Strong verbal communication skills.
• Exceptional interpersonal skills.
• Demonstrated proficiency in organizing and prioritizing workload to meet deadlines.
• Ability to use software and technology to collect, organize, retrieve, maintain, and disseminate information. Ability to use technology in new or complex situations.

• Willingness to travel 10-25%.
• Commitment to the Echostar culture of Curiosity, Pride, Adventure and Winning.