Manager, Agent Escalation Skills
US-AZ-Chandler
Attract-careers1
Req #: 96789
Type: Fulltime-Regular
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Overview: 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. Responsibilities: Candidates must be willing to participate in at least one in-person interview. The Agent Escalation Skills Manager is a strategic leadership role responsible for overseeing a specialized team of Analysts who develop and manage the operational strategy for escalated support skills. This position focuses on the high-level design of workflows, advanced analytics, and technological innovations that empower the resolution process across Wireless, DBS, and Consumer Protection. Key Responsibilities: * Directly lead and develop a team of Analysts, driving hiring, training, and performance to build a high-impact function focused on systemic business improvements * Set the strategic direction for escalated support capabilities, ensuring alignment with EchoStar's "Customer First" philosophy and operational excellence standards * Oversee the development and optimization of SOPs and escalation workflows across Wireless, DBS, and Consumer Protection, ensuring clarity, scalability, and effectiveness * Deliver actionable insights through deep-dive KPI analysis, translating escalation trends into executive-ready recommendations and preventative process improvements * Partner with IT, Product, and Engineering to convert frontline friction into technical requirements, advancing automation, AI solutions, and RPA opportunities * Serve as the bridge between operations and technical teams, implementing tracking for AI/automation initiatives and measuring impact on Time to Resolve, escalation volume, and agent experience Qualifications: Education and Experience: * Bachelor's degree from a four-year college or university, or at least six years of related experience/training; or equivalent combination of education and experience Skills and Qualifications: * Proven success in leading and building high-performing teams; ability to influence cross-functionally across departments and build consensus with technical partners * Expert-level ability to define problems, collect data, and draw valid conclusions with strong financial acumen and KPI management experience * Deep understanding of Wireless and DBS operations; familiarity with Consumer Protection regulations is a plus * Exceptional written and verbal communication skills, including the ability to present complex data and project proposals to executive leadership * Must work full-time on-site at a designated CXO location Pathfinder Qualifications: * No written or final consultations within 90 days of the date of application * Favorable PA score and supervisory support of application * Hourly employees must be in their current position for 6+ months; Salary Exempt (SE) employees for 1+ year Visa sponsorship not available for this role
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