CX Operations Analyst II - Agent Experience & Training

EchoStar; Englewood (CO); On-site; USD 63,000 - 90,000; Full time

Benefits offered by this job

401(k) match

HSA

Employee stock purchase plan

Flexible time away

Health perks

Job summary

EchoStar’s Customer Experience Operations (CXO) role focuses on resolving complex agent experience challenges by analyzing bottlenecks and delivering actionable recommendations. You will bridge operations with strategic goals through cross-department collaboration and deep product knowledge.

Success hinges on data-driven decision making, hands-on stakeholder engagement, and maintaining momentum across ambiguous scopes while championing a world-class support experience for customers and field

Qualifications

• Bachelor’s Degree or 3+ years of equivalent professional experience.
• 3+ years of experience in customer experience, operations, or training environments.
• Experience with data collection, reporting software, collaborative platforms, and AI-powered productivity tools.

Responsibilities

• Simplify and enhance the agent experience by conducting hands-on roundtables and observations to identify friction points and recommend improvements.
• Develop SME expertise to guide teams through operational updates and provide clear guidance.
• Use data-driven insights and AI sentiment analysis to identify training gaps and improve materials.
• Collaborate with cross-functional teams to drive strategic change in line with CXO goals.
• Manage multiple onsite projects while maintaining a results-driven approach under pressure.

Skills

Communication skills

Data interpretation

Cross-functional collaboration

AI literacy

Adaptability

Education

Bachelor’s Degree

Tools

AI-powered productivity tools

Reporting software

Job description

EchoStar’s Customer Experience Operations (CXO) role focuses on resolving complex agent experience challenges by analyzing bottlenecks and delivering actionable recommendations. You will bridge operations with strategic goals through cross-department collaboration and deep product knowledge.

Success hinges on data-driven decision making, hands-on stakeholder engagement, and maintaining momentum across ambiguous scopes while championing a world-class support experience for customers and field