Technical Program Manager II - Digital Customer Journey - Littleton Colorado

Company: Dish
Location: Littleton, Colorado
Posted On: 02/02/2025

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 Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a first-of-its-kind 5G network, a passion for change and the power to drive it, we'll emerge as the nation's fourth facilities-based wireless carrier and a disruptive force in the market at large.

Job Duties and Responsibilities

We are seeking a technically adept and experienced Technical Program Manager to drive initiatives focused on transforming the digital customer experience for our My Account platform across web and app channels. This individual will ensure enterprise initiatives and business changes are effectively captured, understood, and implemented, aligning with organizational goals and customer needs. The ideal candidate possesses a robust understanding of digital customer experience, web and app development, and backend systems, including integration with digital communication channels (email, SMS, push notifications). This role will play a critical part in delivering a seamless digital customer journey by bridging business requirements with technical execution, supporting the customer lifecycle, and achieving key performance objectives.

Key Responsibilities

• Serve as the central point of coordination for enterprise initiatives impacting the My Account Experience, ensuring all changes align with digital architecture, strategy, and KPIs
• Collaborate with technical teams (engineering, IT, and product) to define and oversee the implementation of platform enhancements and system integrations across web and app channels
• Partner with business stakeholders to translate enterprise initiatives into actionable digital solutions, ensuring compatibility with tech stacks and scalability
• Track and report on KPIs related to technical performance, system stability, conversion rates, self-service adoption, and engagement metrics
• Map and continuously refine the digital customer lifecycle by identifying technical dependencies and optimizing backend workflows to ensure seamless support at every stage
• Identify and resolve technical gaps in the current digital experience, including integration points between front-end and back-end systems and digital communication channels
• Work closely with UX/UI and development teams to ensure designs and functionalities are implemented in alignment with technical and business requirements
• Oversee the integration of digital communication channels (email, SMS, push notifications) with core platforms to enable cohesive and personalized customer interactions
  Skills, Experience and Requirements
  
  Education and Experience:
  
  • Bachelor's degree in business, information systems, computer science, or a related field
  • 3-5+ years of program management experience in digital customer experience, telecommunications, or a related industry
    
    Skills and Qualifications:
    
    • Proven track record of successfully implementing digital solutions for web, app, and communication channels
    • Deep understanding of web and app tech stacks, including APIs, microservices, cloud-based platforms, and backend systems
    • Experience working with cross-functional teams to deliver customer-centric projects with a focus on technical feasibility and execution
    • Strong familiarity with customer journey mapping, lifecycle optimization, and technical workflows
    • Analytical mindset with expertise in leveraging data and tools to drive technical decisions
    • Demonstrated ability to navigate and thrive in a fast-paced, ambiguous technical environment
      
      Visa sponsorship not available for this role
      
      Salary Ranges
      
      Compensation: $72,350.00/Year - $103,375.00/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. More...

          

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