**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 Retail Wireless team, serving our 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. **Job Duties and Responsibilities** The Retail Wireless CX Optimization team is a dynamic group in Business Operations, focused on understanding and enhancing the end-to-end customer journey across all channels. We leverage data from various sources to identify opportunities for improvement in customer experience, operational efficiency, and profitability. The team works closely with IT and Product teams to implement impactful changes. This role reports directly to the Senior Manager of Systems and Process within the Retail Wireless Business Operations group. **Key Responsibilities:** + **Lead Customer Journey Mapping and Analysis:** Oversee the creation and maintenance of comprehensive customer journey maps, identifying key touchpoints, pain points, and opportunities for improvement across all channels + **Drive Retail Wireless CX Improvement Initiatives:** Develop and execute strategies to optimize the customer experience based on journey mapping insights, data analysis, and business objectives. This includes helping prioritize initiatives, sponsoring projects, and tracking results + **Collaborate Cross-Functionally:** Partner with various departments, including Sales, Marketing, Product, and Technology, to ensure alignment on CX goals and facilitate the implementation of customer-centric solutions + **Manage Team Performance and Development:** Provide leadership, coaching, and mentorship to the CX optimization group, fostering a high-performing and collaborative team environment **Skills, Experience and Requirements** **Education and Experience:** + Bachelor's degree in Business Administration, Marketing, or a related field + 5+ years of experience in business operations, customer experience management, or a related field, with a focus on journey mapping and process improvement + 2+ years of people management experience **Skills and Qualifications:** + **Customer Journey Mapping Expertise:** Deep understanding of customer journey mapping methodologies and best practices + **Analytical Skills:** Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and draw actionable insights + **Project Management Skills:** Proven ability to manage projects effectively, prioritize tasks, and meet deadlines + **Communication and Collaboration Skills:** Excellent communication (written and verbal) and interpersonal skills, with the ability to build strong relationships and collaborate effectively with cross-functional teams + **Leadership Skills:** Demonstrated ability to lead, motivate, and develop a team + **Technical Proficiency:** Familiarity with data analytics tools (e.g., SQL, Tableau), and customer feedback platforms + **Process Improvement Mindset:** A passion for identifying opportunities for improvement and driving positive change Visa sponsorship not available for this role **Salary Ranges** Compensation: $96,250.00/Year - $137,500.00/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 - Veteran/Disability. 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. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. We are a true merit-based organization and work hard so there are no artificial barriers to one's potential success. DISH is committed to a workforce where everyone's opportunities are limitless. Please note that you may redact or remove any information that identifies age, date of birth or dates of school attendance/graduation from your application documents before submission and throughout our interview process.