Sling Command Center Analyst (Business Operations Analyst II)

Greater Denver Area
December 20, 2024
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Job Description

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 Mobile and Gen Mobile.
Department Summary
Beyond connecting customers to their favorite entertainment, our Video Services teams, powering DISH TV and Sling TV, deliver an award-winning TV experience to millions of customers. These dynamic teams are unwavering in their commitment to continuous innovation, ensuring the evolution of their products and the constant enhancement of the overall customer experience.
Job Duties and Responsibilities
As a Business Operations Analyst, you will be responsible for the real-time monitoring of Sling TV functions, including streaming across all devices, account management, and customer contact capabilities, utilizing various data sources and dashboards. You will work with teams to initiate and support a triage bridge when incidents arise, ensuring swift resolution and coordination. Additionally, you will manage and inform business stakeholders during incidents, providing advice on customer-facing communications, suggesting changes to marketing campaigns, and offering agent talking points to ensure seamless operations and effective incident management.
Key Responsibilities:

  • Identify emerging issues that affect our consumers; this includes incidents on user platforms, applications, call centers, business tools, and social media
  • Work to effectively and efficiently solve problems in a team setting at times but primarily without teammates (team will be 4 total but only 2 work daily) in the Command Center
  • Analyze and maintain dashboards and platform KPIs to improve and heighten the customer experience
  • Serves as a basic subject matter expert associated with content, processes, and procedures
  • Assists in creating and maintaining SOPs within the Command center team role
  • Recreate user problems to escalate and speak to the user experience to help get the issue resolved promptly
  • Participate in defining, designing, and constantly improving Command Center processes and procedures
  • Identify key stakeholders as issues and improvement opportunities arise; these groups include but are not limited to Executives, Customer Care, Marketing, Operations, and Product Management. Collaborate with these stakeholders to drive emerging issues to resolution

Skills, Experience and Requirements
Education and Experience:

  • A Bachelor’s degree from a four-year college or university and at least 2 years of work experience, or 4 or more years of work experience, or a combination of relevant education and work experience

Skills and Qualifications:

  • Strong attention to detail
  • Excellent Excel/Sheets skills (Pivot tables, advanced formulas, etc. a plus)
  • Experience with reporting tools such as Tableau (DynaTrace, New Relic, and Conviva a plus)
  • Ability to understand complex information during incidents and summarize it into simple to-understand updates
  • Ability to remain calm and effective in high-pressure environments
  • Self-starter, ability to be proactive with minimal supervision with strong communication skills

Visa sponsorship not available for this role
Salary Ranges
Compensation: $63,150.00/Year – $75,000.00/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.