Product Manager II, Chat Channel Strategy
Department SummaryDISH is a Fortune 250 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 its in our DNA.
Were looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story.
Opportunity is here.
We are DISH.
Job Duties and ResponsibilitiesThe Contact Channel Optimization team works within the larger Customer Experience Operations (CXO) department.
It is responsible for identifying opportunities to optimize the customer experience by creating streamlined processes, ideal customer communications, and self-service capabilities.
Within this team, the chat product team is responsible for eliciting vision, scope, and requirements for the customer-facing chat experience with a keen eye on maximizing self-service functionality.
The Product Manager, Chat Channel Strategy, will serve a broad role on the team, driving experience design, technology decisions, and data analysis.
This individual will be an internal expert/advisor who must be able to lead cross-functionally and indirectly through influence and relationship building.
An ideal candidate will have experience in product management, customer-facing chat tools (to include self-service functionality), and a proven track record of delivering results with a customer-centric mindset, analytical prowess, innovative attitude, and a collaborative spirit.
Primary responsibilities fall into the following categories:
Roadmap Management:
Owns the vision and strategy for the phone channel for DISH TV and DISH Wireless businesses; articulates desired business outcomes that drive the roadmap; define success as achieving those outcomes and not as simply checking projects off of a list; continuously updates the product roadmap accordingly.
Data Analysis:
Asks the right questions and knows how to derive meaningful insights from data; uses that ability to identify problems, trends, and opportunities across the entire digital experience; works with product managers to help them drive strategic focus that will tangibly impact KPIs.
Plays a proactive role in finding opportunities and initiating fixes.
Collaboration and Leadership through Influence:
Collaborates effectively with business partners, UX designers, and developers, indirectly leading the product teams to remain focused on the right priorities and working together towards common goals.
Making Decisions Based on Business & Technical Acumen:
Aware of how strategies and tactics work in the industry; keeps up-to-date on trends, technologies, and the competitive landscape; understands the big picture goals of the organization, of other departments, and how it all fits together; combines all of the above to identify and champion initiatives that put us in a position to win.
Communication & Presentation:
Uses data to tell a compelling story and is comfortable communicating and presenting that story to large and varied audiences Executing and Delivering Results:
Action oriented; aligns resources (people, funding, materials, support) to get things done; can orchestrate multiple activities at once; can be counted on to exceed goals successfully; steadfastly pushes self and others for results.
Skills, Experience and RequirementsA successful Product Manager, Chat Channel Strategy will have the following:
Bachelor's degree from four-year College or university; or at least four years related experience and/or training; or equivalent combination of education and experience.
Experience operating within the agile development methodology Knowledge of digital technology and vendors Ability to interact with and communicate effectively with a large spectrum of different stakeholders, including IT personnel, senior business executives, and technology vendors Self-starter who is comfortable dealing with ambiguity and working in a fast-paced, constantly changingenvironment while handling different situations and tasks with minimal direct oversight frommanagement Salary Range Compensation:
$65,800.
00/Year - $94,000.
00/Year Compensation and BenefitsFrom versatile health perks to new career opportunities, check out our benefits on our careers website.
Candidates need to successfully complete a pre-employment screen, which may include a drug test.
Recommended Skills Agile Methodology Analytical Customer Experience Data Analysis Dealing With Ambiguity Innovation Estimated Salary: $20 to $28 per hour based on qualifications.
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 its in our DNA.
Were looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story.
Opportunity is here.
We are DISH.
Job Duties and ResponsibilitiesThe Contact Channel Optimization team works within the larger Customer Experience Operations (CXO) department.
It is responsible for identifying opportunities to optimize the customer experience by creating streamlined processes, ideal customer communications, and self-service capabilities.
Within this team, the chat product team is responsible for eliciting vision, scope, and requirements for the customer-facing chat experience with a keen eye on maximizing self-service functionality.
The Product Manager, Chat Channel Strategy, will serve a broad role on the team, driving experience design, technology decisions, and data analysis.
This individual will be an internal expert/advisor who must be able to lead cross-functionally and indirectly through influence and relationship building.
An ideal candidate will have experience in product management, customer-facing chat tools (to include self-service functionality), and a proven track record of delivering results with a customer-centric mindset, analytical prowess, innovative attitude, and a collaborative spirit.
Primary responsibilities fall into the following categories:
Roadmap Management:
Owns the vision and strategy for the phone channel for DISH TV and DISH Wireless businesses; articulates desired business outcomes that drive the roadmap; define success as achieving those outcomes and not as simply checking projects off of a list; continuously updates the product roadmap accordingly.
Data Analysis:
Asks the right questions and knows how to derive meaningful insights from data; uses that ability to identify problems, trends, and opportunities across the entire digital experience; works with product managers to help them drive strategic focus that will tangibly impact KPIs.
Plays a proactive role in finding opportunities and initiating fixes.
Collaboration and Leadership through Influence:
Collaborates effectively with business partners, UX designers, and developers, indirectly leading the product teams to remain focused on the right priorities and working together towards common goals.
Making Decisions Based on Business & Technical Acumen:
Aware of how strategies and tactics work in the industry; keeps up-to-date on trends, technologies, and the competitive landscape; understands the big picture goals of the organization, of other departments, and how it all fits together; combines all of the above to identify and champion initiatives that put us in a position to win.
Communication & Presentation:
Uses data to tell a compelling story and is comfortable communicating and presenting that story to large and varied audiences Executing and Delivering Results:
Action oriented; aligns resources (people, funding, materials, support) to get things done; can orchestrate multiple activities at once; can be counted on to exceed goals successfully; steadfastly pushes self and others for results.
Skills, Experience and RequirementsA successful Product Manager, Chat Channel Strategy will have the following:
Bachelor's degree from four-year College or university; or at least four years related experience and/or training; or equivalent combination of education and experience.
Experience operating within the agile development methodology Knowledge of digital technology and vendors Ability to interact with and communicate effectively with a large spectrum of different stakeholders, including IT personnel, senior business executives, and technology vendors Self-starter who is comfortable dealing with ambiguity and working in a fast-paced, constantly changingenvironment while handling different situations and tasks with minimal direct oversight frommanagement Salary Range Compensation:
$65,800.
00/Year - $94,000.
00/Year Compensation and BenefitsFrom versatile health perks to new career opportunities, check out our benefits on our careers website.
Candidates need to successfully complete a pre-employment screen, which may include a drug test.
Recommended Skills Agile Methodology Analytical Customer Experience Data Analysis Dealing With Ambiguity Innovation Estimated Salary: $20 to $28 per hour based on qualifications.
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