Customer Experience Manager, Porting & Technical Account Services - Execution

$72,350 - $103,400/Yr

Dish - Christiansburg, VA

Full-time - Manager

Christiansburg, VA

Broadcasting and Content Providers

About the position

The Customer Experience Manager of Porting & Technical Account Services at DISH is responsible for overseeing and developing the Customer Experience Teams, ensuring high performance and compliance with company policies. This role involves managing both supervisory and non-supervisory employees, resolving advanced account issues, and driving performance goals across the site. The manager will engage in mentoring, guiding, and developing employees while maintaining a focus on customer service excellence and operational efficiency.

Responsibilities

• Oversee, supervise, and develop DISH Customer Experience Teams.
• Drive performance goals throughout the site.
• Engage, teach, mentor, guide, and develop employees.
• Ensure compliance with the DISH Customer First philosophy.
• Communicate customer service performance objectives to staff.
• Interface with other departments to resolve customer situations.
• Analyze data and monitor transactions for suspicious activities.
• Maintain detailed records of investigations and outcomes.
• Communicate and present data, conclusions, and recommendations to senior leadership.
• Conduct typical managerial responsibilities including planning, evaluating, and tracking against goals.
• Interview, hire, and train employees; manage performance appraisals.
• Develop employees for career advancement opportunities.
• Manage interdepartmental administrative functions.
• Conduct audits to ensure standards are met for attendance and performance documentation.

Requirements

• Minimum of 2 years of managerial experience in a call center support environment or related field.
• Expertise in at least 3 functional areas of the call center support environment is preferred.
• Strong written and verbal communication skills.
• Ability to build working relationships across all levels of the organization.
• Excellent planning, organizational, problem-solving, analytical, and decision-making skills.
• Willingness to work flexible schedules including weekends, holidays, and evenings.

Nice-to-haves

• Experience in risk management or related fields.
• General math skills, preferably with basic skills related to graphs, symbols, equations, etc.

Benefits

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