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 Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.
Department Summary:
This position will lead all shared-service functions for Customer Service and Customer Experience teams within the Operations Division, including Resource Planning, Finance & Data Analytics. Reporting to the Senior Vice President of CXO Operations, you will be a key member of the executive leadership team and will be responsible for providing solutions to complex operational issues, executing well in a fast-paced and rapidly changing environment and driving the development and engagement of your team.
Job Duties and Responsibilities:
In this role, you will lead 260 team members, comprised of both corporate-based and field-based employees, in supporting the success of 5,000+ team members across the enterprise. You will work cross-functionally to assess opportunities along with designing and delivering creative, cost-effective solutions to achieve business objectives. As an active member of the DISH Executive team, you will be an innovative strategist, a problem-solver, and a respected thought leader who models a tone of transformation and high performance within the organization.
Primary Responsibilities fall into the following categories:
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Provides direction to the Resource Planning team, responsible for forecasting volume trends for all contact channels, translating forecasts into staffing needs and schedules, and executing real-time staff management variances
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Leads the development of a $300M+ annual operating budget and manages expenses to achieve financial targets. Identifies and implements cost-saving initiatives aligned with strategic priorities
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Develops communication delivery strategy to ensure capacity plans to allow for delivery of all training & coaching, ensuring consistent execution of frontline employees with respect to business rules, tools, and customer service strategies
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Leads data analytics & reporting team to ensure the operations teams have all performance data required to drive operational execution.
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Key contributor in the development and management of incentive programs to drive balanced, optimal metric performance
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Oversees the development and execution of the CCaaS technology roadmap and all customer care call routing strategies company-wide
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Oversees the execution and administration of BPO and technology vendor contracts
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Attracts, retains, engages, and develops a diverse workforce of highly qualified and motivated staff possessing the skills, talents, and abilities to meet current and emerging business and organizational challenges
Skills, Experience and Requirements:
A successful VP of CXO Strategic Planning and Shared Services should have the following:
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10+ years of experience including 5 years related experience and/or training; Bachelor’s degree in Business, engineering or other technical discipline
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Adept at handling multiple competing priorities and duties in a fast-paced, results-driven, changing environment, with minimal daily oversight
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Expert knowledge of financial modeling, labor modeling, process design, training and employee development techniques
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Exceptional verbal and written communication skills; proven ability to communicate effectively and influence all levels of staff
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Experience managing large teams of diverse professionals
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Experience managing teams of CCaaS platforms and Product Managers
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Strong customer and employee orientation
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Demonstrated ability to recruit, develop, and retain top talent
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Ability to travel 20% of the time, including international travel
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.
Salary Range: USD $200000.00 - $250000.00 / Year