Customer Experience & Strategy Supervisor

Company Summary 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. Department Summary Our Customer Experience Operations (CXO) teams excel at simplifying lives and helping communities get the most out of our services from DISH TV to Boost Mobile. Our agents are tuned in to the needs of our customers. That’s why DISH has been named #1 in Customer Satisfaction by J.D. Power for six consecutive years. Job Duties and Responsibilities The Customer Experience & Strategy Supervisor is responsible for the direct day-to-day management, coaching, and performance of the Experience Specialist team. This team is integral to improving the agent experience and customer journey by providing expert feedback on tools, testing new processes, and documenting pain points derived from direct customer interactions. The Supervisor ensures the team delivers high-quality, actionable insights to key business stakeholders while managing essential daily operations. A core focus of this role involves developing frontline customer interaction skills, developing your team's ability to leverage AI integration, develop analytical skills for producing project data, building compelling project presentations, handling administrative tasks, and preparing the team for upward career mobility across the corporate landscape.

Conduct regular one-on-one sessions, performance reviews, and calibrations to drive continuous professional development. Develop the team's live call skills while providing regular feedback on documentation so they can clearly formulate problem statements and suggest actionable solutions Manage team scheduling, adherence, and daily workflow. Ensure administrative duties—such as processing payroll, monitoring daily metrics, and tracking aux utilization—are completed efficiently to keep the team focused on priority projects Oversee the team's use & testing of Generative AI platforms and support tools to streamline data categorization, sentiment analysis, and documentation Oversee the team's testing of new processes (before and during implementation) to ensure it accurately represents the agent experience. Validate the accuracy and actionability of all documented insights before they are delivered to Skill Owners and Corporate Operations Managers Schedule and facilitate team participation in corporate training support activities, develop the quality of Experience Specialists side by side sessions, and roundtables with cross-functional partners to answer questions that drive the direction of agent and customer initiatives Support Experience Specialists in organizing and presenting findings from customer interactions to various audiences, including field leadership and executives, preparing them for future career mobility Lead, mentor, and coach a team of Experience Specialists, fostering a culture of ownership, experimentation, and self-starting curiosity aligned with our company values Skills, Experience and Requirements Education and Experience: High school diploma or equivalent required Minimum 3 years of customer service experience Minimum 1-2 years of direct supervisory or coaching experience leading a customer-facing or specialist team Proven experience in a role requiring the translation of customer interactions into documented insights and process improvement recommendations   Skills and Qualifications: Strong interpersonal skills with proven ability to lead, develop, and motivate a team of self-starters Detail-oriented with a strong understanding of complex business workflows, metric monitoring, and the ability to identify process inefficiencies Familiarity with AI productivity tools (e.g., ChatGPT, Claude, Gemini) and an understanding of how to leverage AI-assisted