CX Manager

Dish | Englewood, CO

05/14/2022

Department Summary

DISH is a Fortune 200 company with more than $13 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service - Sling TV - that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.

Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers. We are driven by curiosity, pride, adventure, and a desire to win - it's in our DNA. We're looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story. Opportunity is here. We are DISH.

Job Duties and Responsibilities

As the CX Manager, you'll build partnerships with key stakeholders across the business to advocate for and drive improvements on behalf of customers to improve the end-to-end customer experience.

You'll play a key role on DISHs award-winning Customer Experience Transformation team in designing effortless customer experiences upstream and solving existing customer pain points by ingraining a customer-centric mindset across the business. You'll consistently scan the customer environment for opportunities to develop strategies designed to meet the current and future needs of customers and the business. In everything you do, you'll be the constant advocate for the customer. This critical role reports to the head of CX and supports multiple executives and their respective organizations. This role currently has no direct reports but is likely to expand to this capacity as the team broader team grows. This role is located in the Denver metro area. Relocation assistance is available for this role.

Primary Responsibilities
  • Managing CX strategies: Leading experience mapping sessions to design and manage customer journeys, creating and maintaining service blueprints.
  • Leading through Influence: Embedding yourself in key groups as a trusted partner in gaining executive support and influencing business strategies and can quickly find common ground and solve problems for the good of all.
  • Data-Driven Mindset: Analyzing customer data to understand pain points, opportunities for improvement, and providing intelligence to business partners as well is implementing scorecards to embed CX data across the company.
  • Communication and Storytelling: Organizing and presenting information to bring the customer to life in both formal and informal presentations to large and small groups, to both technical and non-technical audiences.
  • Facilitating Innovation: Facilitating brainstorming to solve real problems in new and creative ways; decisiveness in creative ideas and suggestions to pursue; challenging teams to think about creative solutions using various idea-generating methods and mindsets.
  • Business Acumen: Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting your business and organization.


Skills, Experience and Requirements

  • Knowledge and implementation of core CX efforts end-to-end, including customer research, strategy, vision, design, development, testing, and associated change management practices
  • Experience developing personas, customer journey maps, and service blueprints for complex organizations
  • Experience with customer data including interaction, behavioral and voice of the customer data
  • Excellent organizational, verbal, presentation, visual, storytelling, and written communication skills. Capability to communicate complex ideas effectively
  • Ability to thrive in a fast-paced, rapidly changing, and highly dynamic environment
  • Experience influencing and driving strategic, cross-functional initiatives within large organizations
  • Experience in project management and process improvement and people management
  • Bachelor's Degree or above preferred but not required

We hope you are excited about everything you read so far. We highly encourage you to apply for this position, even if you feel you do not meet all the requirements.

Salary Range

Compensation: $100,100.00/Year - $143,000.00/Year
Benefits

From versatile health perks to new career opportunities, check out our benefits on our careers website .

Candidates need to successfully complete a pre-employment screen, which may include a drug test.

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May 26, 2022