Senior Manager, Product & Digital Customer Experience

$110,100 - $157,300/Yr

Dish - Littleton, CO

Full-time - Mid Level

Littleton, CO

Broadcasting and Content Providers

About the position

The Senior Manager of Digital Customer Experience at DISH will oversee and enhance the digital performance and user experience for Boost Mobile customers. This role is critical in ensuring a seamless end-to-end customer experience, driving improvements based on customer feedback, and managing the development of digital features and functionalities.

Responsibilities

• Take ownership of the Boost Mobile customer experience, analyze feedback to identify pain points, and implement strategies to improve satisfaction.
• Identify opportunities to enhance functionality and user experience, collaborating with teams to define and prioritize features.
• Own and drive the roadmap for the Boost Mobile customer app, enhancing its capabilities.
• Lead roadmap development for web features like bill pay, account management, and loyalty programs.
• Manage cross-functional projects, ensuring successful execution through effective resource coordination and project tracking.
• Act as the main contact for stakeholders, ensuring clear communication, providing updates, and delivering insights to leadership.

Requirements

• Bachelor's degree in a relevant field (e.g., Computer Science, Business, or a related discipline).
• 5+ years of experience in managing a team and improving customer experiences for digital businesses.
• Strong understanding of enterprise software development and user experience best practices.
• Experience owning roadmaps for customer-facing apps and driving capability development.
• Expertise in authenticated web experiences, including bill pay, account management, and loyalty programs.
• Excellent analytical skills for data interpretation and making data-driven decisions.
• Project management experience, including scope definition, timeline management, and resource coordination.
• Outstanding communication skills, with proven ability to collaborate across cross-functional teams.

Benefits

• Versatile health perks including flexible spending accounts and HSA.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Career opportunities.
• Flexible time away plan.