Manager, Agent Escalation Skills

Job Description

Company Summary

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Department Summary

Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.

Job Duties and Responsibilities

Candidates must be willing to participate in at least one in-person interview.

The Agent Escalation Skills Manager is a strategic leadership role responsible for overseeing a specialized team of Analysts who develop and manage the operational strategy for escalated support skills. This position focuses on the high-level design of workflows, advanced analytics, and technological innovations that empower the resolution process across Wireless, DBS, and Consumer Protection.

Key Responsibilities:

• Directly lead and develop a team of Analysts, driving hiring, training, and performance to build a high-impact function focused on systemic business improvements

• Set the strategic direction for escalated support capabilities, ensuring alignment with EchoStar ’s “Customer First” philosophy and operational excellence standards

• Oversee the development and optimization of SOPs and escalation workflows across Wireless, DBS, and Consumer Protection, ensuring clarity, scalability, and effectiveness

• Deliver actionable insights through deep-dive KPI analysis, translating escalation trends into executive-ready recommendations and preventative process improvements

• Partner with IT, Product, and Engineering to convert frontline friction into technical requirements, advancing automation, AI solutions, and RPA opportunities

• Serve as the bridge between operations and technical teams, implementing tracking for AI/automation initiatives and measuring impact on Time to Resolve, escalation volume, and agent experience

Skills, Experience and Requirements

Education and Experience:

• Bachelor's degree from a four-year college or university, or at least six years of related experience/training; or equivalent combination of education and experience

Skills and Qualifications:

• Proven success in leading and building high-performing teams; ability to influence cross-functionally across departments and build consensus with technical partners
• Expert-level ability to define problems, collect data, and draw valid conclusions with strong financial acumen and KPI management experience
• Deep understanding of Wireless and DBS operations; familiarity with Consumer Protection regulations is a plus
• Exceptional written and verbal communication skills, including the ability to present complex data and project proposals to executive leadership
• Must work full-time on-site at a designated CXO location

Pathfinder Qualifications:

• No written or final consultations within 90 days of the date of application
• Favorable PA score and supervisory support of application
• Hourly employees must be in their current position for 6+ months; Salary Exempt (SE) employees for 1+ year

Visa sponsorship not available for this role

Salary Ranges

Compensation: $72,350.00/Year - $103,400.00/Year
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. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.

EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish )