Dish - Englewood, CO
posted 3 months ago
As a Senior Leader at DISH, you will be responsible for developing a comprehensive agent support strategy for our third-party partners within the Customer Experience Operations (CXO) team. Your primary focus will be on designing processes that deliver outstanding customer experiences (CX) through effective agent support. This role requires aligning capability roadmaps to meet business needs, reducing customer contact rates, and acting as a liaison between the CXO and other departments. You will be deeply involved in key planning sessions across all retail wireless brands, ensuring that customer care, brand strategy, and technology teams are aligned in their efforts to enhance the customer experience. In this position, you will lead the Strategy & Skills team within CXO, defining optimal agent processes, identifying training needs, enhancing system capabilities, and managing call skilling. Your entrepreneurial mindset will be crucial as DISH aims to disrupt the wireless industry. You will need to manage change effectively, steering your team toward success while being agile and creative in finding solutions to keep pace with the dynamic business environment. Some travel may be required as part of this role. Your responsibilities will include strategic planning and execution, stakeholder communication, process improvement, team leadership, and training and development. You will develop and implement comprehensive solutions for complex problems, ensuring alignment with strategic objectives and managing the planning, development, and execution of programs. Collaboration with cross-departmental teams and external partners will be essential, as you build trust and influence while representing CXO in key planning activities. You will also conduct analyses to enhance customer experience and streamline operations, fostering a positive workplace culture and managing team performance to support departmental goals and organizational values.