Wireless Skills Analyst II

This role addresses complex customer and agent experience challenges by analyzing operational bottlenecks, gathering feedback, and delivering actionable recommendations. The primary focus centers on identifying gaps in current support and training materials to simplify workflows and elevate the agent experience. Through deep product expertise and cross-departmental collaboration, this position acts as a bridge to align team-level operations with broader organizational strategic objectives. Successful execution ensures the continuous improvement of processes, fostering a world-class customer experience across the business.

• Simplify and enhance the agent experience by conducting hands-on roundtables and side-by-side observations to identify friction points and put forth actionable recommendations

• Develop deep product expertise to provide comprehensive subject matter expert (SME) support and guide teams through operational updates

• Leverage data-driven insights, feedback loops, and AI-powered sentiment analysis to identify and address critical training gaps, improving current support materials

• Partner closely with cross-functional departments to execute strategic change initiatives, ensuring team actions align with Echostar and CXO objectives

• Prioritize and manage multiple assigned projects in onsite locations, maintaining a positive, results-driven attitude even under pressure or when navigating ambiguous project scopes

• Strong skills in written and verbal communication, with the capacity to translate complex technical concepts into clear, accessible messages for non-technical audiences

• Proven expertise in data interpretation, problem solving, and analytical decision-making to define operational problems, extract trends, and construct valid, logical conclusions

• Exceptional adaptability and self-motivation to achieve outstanding results when navigating highly ambiguous scopes, fluid environments, and shifting business priorities

• Critical experience in cross-functional collaboration, team partnership, and project execution within complex corporate environments

• AI literacy, specifically the ability to leverage AI-powered productivity, synthesis, and search tools to optimize research, analyze feedback, and streamline documentation workflows

• Project management experience or certification

• Bachelor’s Degree or 3+ years of equivalent professional experience

• 3+ years of experience in customer experience, operations, or training environments

• Demonstrated experience with data collection, reporting software, collaborative platforms, and AI-powered productivity tools

Visa sponsorship not available for this role

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.

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.

Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

We offer meaningful health perks, including flexible spending accounts, HSA, a 401(k) plan with company match, employee stock purchase plan, career opportunities, and a flexible time away plan. Review a benefits summary here: EchoStar Benefits 
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies. Compensation is based on the role's location and is subject to change.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
This job posting will be active for a minimum of 3 days and will continue to extend by 3 days until the position is filled.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications. If you have questions regarding your application or the recruitment process please email [email protected].
Click the links to access the following statements: EEO Policy Statement, Pay Transparency, EEOC Know Your Rights (English/Spanish)