CXO Training Performance Optimization Program Manager

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 Mobile and Gen Mobile.

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

The Training Performance Optimization Program Manager is responsible for driving continuous improvement within the Training and Quality department by analyzing training performance data and developing actionable optimization strategies. This role requires strong analytical skills to evaluate the effectiveness of training programs for new hire onboarding, role conversion, and targeted curricula. The Program Manager will leverage data visualization and storytelling techniques to communicate key findings and recommendations to stakeholders at all levels, including field management and executives. This role will also be responsible for recommending and implementing operational improvements, validating observations and feedback from training programs, and identifying opportunities to enhance training support materials.

Key Responsibilities:

• Analyze current processes and procedures to identify areas for optimization

• Build strong relationships and foster collaboration to achieve shared goals

• Conduct in-depth data analyzes to identify trends, patterns, and areas for improvement

• Contribute to defining, documenting, and maintaining standardized processes

• Create cohesive and digestible data stories to communicate key findings effectively

• Develop and maintain ad hoc and recurring reports on training and quality effectiveness and its impact on agent performance

• Partner with various departments (Skills Teams, Training Creation, Field Training, Finance, Workforce Management, IT, etc.) on critical business processes

• Present findings and recommendations in a clear and persuasive manner to influence decision-making

• Recommend and implement improvements to promote efficient operations within and across departments

• Validate observations and feedback from training programs to identify opportunities for improvement in support materials.

• Provide expert support and troubleshooting for internally built visuals and tools (e.g., Tableau dashboards, Google Suite applications)

• Use SQL, Google Apps Script, and Tableau to transform raw data into compelling visualizations and dashboards

Skills, Experience and Requirements

The ideal candidate is a highly motivated and skilled analyst professional passionate about driving exceptional training and quality experience through data-driven stories and insights. This individual will have a strong analytical and problem solving passion. They thrive in a collaborative environment, contributing to team goals. A commitment to continuous improvement is essential, demonstrated through actively seeking feedback, pursuing development opportunities, and taking the initiative to enhance processes. The successful candidate will excel at delivering high-quality work, managing multiple tasks efficiently, and prioritizing business needs while embodying the DISH Way values of ownership, accountability, and long-term thinking.

Education and Experience:

• Bachelor's degree in a relevant field (e.g., Business Analytics, Data Science, Statistics) or equivalent practical experience

Skills and Qualifications:

• Data Analysis Expertise: Demonstrated proficiency in data analysis, interpretation, and problem-solving with a strong understanding of statistical concepts

• Technical Skills: Advanced SQL skills and experience with Tableau development. Proficiency in AWS Google Studios, Google Sheets, and/or Microsoft Excel. Experience with Python and automation is highly desirable

• Data Visualization: Proven ability to create compelling data visualizations and dashboards using Tableau or similar platforms to effectively communicate insights

• Problem-Solving & Initiative: A self-starter with a strong analytical mindset and the ability to independently identify, analyze, and resolve complex problems

• Adaptability: Ability to thrive in a dynamic environment, manage shifting priorities, and adapt quickly to changing needs and technologies

• Communication & Presentation: Excellent written and verbal communication skills with the ability to clearly and concisely present complex technical information to both technical and non-technical audiences, including executive leadership

• Documentation: Strong technical writing skills with experience creating clear and concise documentation

• DISH Way Alignment: Embodies EchoStar's vision, mission, values, and principles

Salary Ranges

Compensation: $63,150.00/Year - $90,000.00/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 - Veteran/Disability. 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. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. We are a true merit-based organization and work hard so there are no artificial barriers to one's potential success. DISH is committed to a workforce where everyone's opportunities are limitless. Please note that you may redact or remove any information that identifies age, date of birth or dates of school attendance/graduation from your application documents before submission and throughout our interview process.