Senior Analyst - CX Optimization
US-CO-Englewood
Attract-careers1
Req #: 97573
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. You will solve the complex challenge of maintaining Pay TV service stability during critical software updates and product launches. As a Senior Analyst, you act as the bridge between Engineering and In-Home Services to reduce customer friction and simplify technical workflows. Your leadership ensures that every release is seamless, protecting the customer experience while driving long-term technical innovation across the enterprise. What Success Looks Like (Objectives) * Drive enterprise-wide stability by diagnosing root causes of complex system issues across satellite and wireless signal paths * Lead the strategic release management process, conducting post-launch audits to ensure operational readiness for all customer-facing teams * Architect predictive monitoring dashboards and proactive escalation protocols to identify emerging technical trends before they impact users * Transform agent workflows by advocating for advanced data integration that simplifies the customer and agent experience during support interactions * Mentor junior analysts to elevate the team's technical agility and analytical depth through structured peer reviews and training * Implement large-scale AI and automation initiatives that optimize application functionality and decrease the mean time-to-resolution for critical issues Qualifications: Core Skills and Competencies (What you'll bring) * Expert analytical acumen in synthesizing complex technical issues into actionable, customer-centric insights across diverse data sources * Advanced technical mastery of Direct Broadcast Satellite (DBS) technology and wireless/wired signal paths to resolve enterprise-level system failures * Strategic proficiency in executive communication, specifically the ability to translate technical data for Senior Management and VP-level stakeholders * Professional expertise in workflow architecture and the refinement of high-quality standards within rapidly changing technical environments * AI Innovation skills focused on applying large-scale automation and machine learning to optimize application functionality and reduce issue impact * Operational resilience and the ability to prioritize high-visibility tasks while providing "white-glove" service to enterprise partners * Critical Experience leading cross-functional troubleshooting efforts and mentoring technical teams through high-pressure software release cycles Minimum Requirements * Bachelor's Degree in a quantitative field (e.g., Math, Science, Business Analytics) or equivalent relevant experience * 2+ years of experience in call center operations, business operations, or a quantitative analytical role * Proven experience leading projects or mentoring teams in a high-pressure environment * Advanced quantitative and qualitative skills with experience in symbolic reasoning and root cause diagnosis Visa sponsorship not available for this role
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