Senior Analyst - CX Optimization

Responsibilities

• Bridge the gap between Engineering and In-Home Services to optimize customer experience and maintain service stability during technical updates
• Diagnose root causes of complex system issues across satellite and wireless signal paths to drive enterprise-wide stability
• Lead the strategic release management process and conduct post-launch audits to ensure operational readiness
• Architect predictive monitoring dashboards and proactive escalation protocols to identify emerging technical trends
• Transform agent workflows by advocating for advanced data integration to simplify support interactions
• Implement large-scale AI and automation initiatives to optimize application functionality and decrease mean time-to-resolution
• Mentor junior analysts to elevate the team's technical agility and analytical depth

Requirements

• Bachelor's Degree in a quantitative field (e.g., Math, Science, Business Analytics) or equivalent relevant experience
• 2+ years of experience in call center operations, business operations, or a quantitative analytical role
• Proven experience leading projects or mentoring teams in a high-pressure environment
• Advanced quantitative and qualitative analytical skills with experience in root cause diagnosis

Preferred Qualifications

• Advanced technical mastery of Direct Broadcast Satellite (DBS) technology and wireless/wired signal paths
• Experience applying large-scale automation and machine learning to optimize application functionality
• Proficiency in translating complex technical data for Senior Management and VP-level stakeholders

Benefits

• Flexible spending accounts and HSA
• 401(k) Plan with company match
• Employee Stock Purchase Plan (ESPP)
• Career development opportunities
• Flexible time away plan

About the Company

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. Our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes, and Sling TV.