Department Summary
DISH is a Fortune 200 company with more than $15 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 also pioneered 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 and to join our team as we embark on the next chapter of our story.
Opportunity is here. We are DISH.
Job Duties and Responsibilities
This Business Operations Analyst position falls within our Technical Operations Wireless Network Team. While primarily a member of the Customer Experience Organization, Technical Operations supports various business groups internal to DISH, and externally with our vendors. As a Tech Ops Wireless Network Analyst, you will be a key player in DISH’s wireless buildout – specifically supporting the customers that we onboard onto our network. Your focus will be to identify, trend, and escalate potential network issues, and to help with continued development and architecting what the businesses network support structure and escalation process looks like.
The Tech Ops Wireless Network team is required to be extremely versatile to support so many aspects of the business. This position too is expected to be versatile, in order to fill different needs day-to-day as the Tech Ops Wireless Network team continues to support the direction of the business.
Primary responsibilities will fall into the following categories:
- Review feedback from agents, customers, and retailers through various tools, reports and forums to identify potential device/service issues, and perform special projects as needed to uncover key details not readily available in reporting.
- Communicate issue details and statuses to agent population and other POCs and ensure that proper steps are taken to resolve customer issues.
- Identify impacting device/service related issues through routine testing when new features or projects are released.
- Develop and archive documentation referencing network performance, customer escalations, projects, and continually evolving processes.
- Develop and generate stability reporting to keep the business aware of overall network performance.
- Use Google Sheets, Tableau, Google Data Studio, ServiceNow, Freshdesk and other tools to manipulate data and generate reports and analyses, including – but not limited to – network performance.
- Coordinate with various departments and teams such as IT, product marketing, Retail Wireless, Wireless Network Engineering to plan for business changes that may impact the overall stability of our offerings.
- Support various departments in subject matter expertise and in utilizing our testing devices to provide accurate information about products and performance to internal customers.
Skills, Experience and Requirements
A successful Business Operations Analyst will have the following:
- Bachelor’s degree from four-year college or university; or three years related experience and/or training, or equivalent combination of education and experience
- Proficient in Google Sheets, Microsoft Excel, as well as knowledge of database basics (e.g. SQL, MS Access)
- Experience in Agile development methodologies preferable
- Excellent quantitative and analytical abilities, with proficiency in mathematical concepts (fractions, percentages, ratios, proportions, statistics, probabilities, algebraic expressions, etc.) and ability to define problems, seek and collect data, establish facts, and draw valid conclusions
- Well-developed verbal and written presentation skills, with the ability to summarize complex concepts into understandable and easy-to-follow presentation materials
- Experience with or ability to work in a fast-paced environment; and excellent teamwork skills with ability to establish productive working relationships with other departments and personnel
- Sharp attention to detail is a must; high personal standards for quality and thoroughness
Salary Range
Compensation: $51,100.00/Year – $73,000.00/Year
Compensation and Benefits
We also 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.