Job Information
Dish Network Senior Incident Manager in ENGLEWOOD, Colorado
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
Our Retail Wireless team, serving our Boost Infinite, 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
DISH Wireless is actively seeking a Retail Wireless Senior Incident Manager to join our dynamic team. As an Incident Manager within our high-energy retail wireless operations and execution department, you will play a pivotal role in supporting our field sales and operations teams. Your primary responsibilities will include ownership of retail wireless incident management with a team responsible for the identification & collection of potential incidents, triage & escalation based on severity, facilitating fix coordination, management & prioritization of lower severity incidents, and reporting around overall incident management impacts & effectiveness. Working closely with direct team members and indirectly related internal and external organizations, you will contribute to maintaining overall health of retailer sales & operations tools & processes. Join us in shaping the future of wireless technology as we strive for excellence in maximizing sales and enhancing the customer experience!
Key Responsibilities:
Ownership of Retail Wireless incident management cycle including collection, triage, prioritization, and fix phases
Team leader focused on employee experience, development, and ongoing career success through meaningful work assignments, challenging professional & personal development goals, and project positioning for incremental growth & visibility
Establishes and builds relationships with cross-functional resources inside the team and across the business; responsive and adaptable to feedback and change
Conducts incident management needs analysis with partners, managers, and executive leadership to determine program needs, key deliverables, and timelines
Designs and develops top-quality, coherent, and concise incident management processes to improve overall customer and business experience
Interfaces with field leaders, project managers, business analysts, developers, subject matter experts, and end users to create efficient & effective solutions
Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; can comfortably handle risk and uncertainty
Work independently and proactively; you know when to get others involved, and how to work with peers inside and outside Sales, Operations, Customer Care, and IT development teams
Skills, Experience and Requirements
Education and/or Experience:
Bachelor’s (required) or Master’s (preferred) degree in a related field, and/or have 5+ years of equivalent, relative work experience
Leadership experience of professional employees for 3+ years
Skills and Qualifications:
Applicable, functional knowledge of DISH Wireless systems and processes is strongly preferred
Ability to effectively interact with all levels of organizational staff; competencies include excellent presentation/facilitation, organizational, analytical, interpersonal, and written/oral communication skills
Experience as a team leader for projects or programs; strengths include leading by example, decisiveness, motivating others, and being highly adaptable to change
Practical experience and skill with tool-related systems & functions (e.g. POS systems, tool integrations/connections, user acceptance testing, data/reporting outputs)
Flexible, innovative, and able to manage responsibilities and priorities in a fast-paced, growth-oriented, and time-critical environment
Ability to travel if required (up to 10%)
Retail Wireless corporate experience is a plus
Salary Ranges
Compensation: $110,110.00/Year - $157,300.00/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.
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. 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.
Consistent with this commitment, DISH will endeavor to 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 the employee or others, or is otherwise not required by law.