CX Operations Analyst — Data-Driven Launch & Support

Dish Network Corporation; Englewood, Northern (CO, KY); Hybrid; USD 63,000 - 83,000; Full time

Job summary

EchoStar seeks a Business Operations Analyst to support Pay TV stability and CX optimization. You will act as an internal consultant, coordinating with Product and Engineering to simplify processes and improve agent performance while ensuring high-quality customer experiences.

The role emphasizes data-driven insights, KPI monitoring, and cross-functional collaboration to launch and sustain new products. In-person interviews are required in this Colorado area.

Qualifications

• 1+ years of call center experience or BS in a quantitative field such as math, science, or business analytics
• Ability to translate complex technical data for non-technical audiences and deliver clear, compelling presentations to Senior Management and Directors
• Provide "white-glove" stakeholder support, building trusted partnerships while resolving high-stakes, enterprise-impacting issues
• Partner cross-functionally with Product, Engineering, and CX teams to influence solutions, align priorities, and drive enterprise-wide outcomes
• Apply advanced quantitative and qualitative analysis to synthesize complex technical challenges into actionable, customer-centric insights
• Design and implement innovative solutions to resolve legacy problems, optimize inefficient processes, and improve operational performance
• Lead multiple high-priority initiatives simultaneously, demonstrating operational resilience, adaptability, and execution excellence in fast-paced, ambiguous environments
• 1+ years of experience with Tableau, Gemini & Kiro

Responsibilities

• Serve as SME for Direct Broadcast Satellite, set-top box technology, and wireless/wired signal paths, leading enterprise-level troubleshooting and long-term resolution of complex system issues
• Leverage data, symbolic reasoning, and dashboards to diagnose root causes, identify emerging trends, and drive timely escalations
• Partner with testing and technology teams to validate agent launch readiness, conduct post-launch audits, and ensure frontline teams are fully equipped to support new products and features
• Enhance agent tools by surfacing actionable data and insights that simplify workflows and improve both customer and agent experiences
• Drive AI and automation initiatives to optimize application performance, reduce issue impact, and accelerate speed-to-resolution
• Synthesize multi-source data to assess business impact, analyze call drivers and spikes, and refine workflows through cost-benefit and root-cause analysis

Skills

Translate complex data

White-glove support

Cross-functional partnership

Quantitative analysis

Process improvement

Project leadership

Tableau/Gemini/Kiro

Education

BS in quantitative field

Tools

Tableau

Gemini

Kiro

Job description

EchoStar seeks a Business Operations Analyst to support Pay TV stability and CX optimization. You will act as an internal consultant, coordinating with Product and Engineering to simplify processes and improve agent performance while ensuring high-quality customer experiences.

The role emphasizes data-driven insights, KPI monitoring, and cross-functional collaboration to launch and sustain new products. In-person interviews are required in this Colorado area.