Customer Communication Optimization Lead

Company: Dish
Location: Littleton
Posted on: April 1, 2025

Job Description:

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 Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a first-of-its-kind 5G network, a passion for change and the power to drive it, we'll emerge as the nation's fourth facilities-based wireless carrier and a disruptive force in the market at large.

Job Duties and Responsibilities

Are you a highly organized and analytical problem-solver passionate about creating seamless and effective customer experiences? We're looking for a driven Customer Communications Optimization Lead to map, document, and optimize our customer communication journeys across email, SMS, and push notifications. This role offers the opportunity to influence key decisions, directly impact the customer experience, and collaborate with cross-functional teams such as Customer Comms Strategy and Deployment teams, Business Ops, CXO, and IT. You'll play a crucial role in improving customer engagement and driving business results by streamlining our communication workflows and ensuring they're aligned with our overall strategy.

Key Responsibilities:

• Lead the effort to visualize and document end-to-end customer communication flows across email, SMS, and push notification channels, identifying key touchpoints and triggers.
• Collaborate with strategy and deployment teams to identify current workflows, systems, and dependencies for customer communication triggers
• Partner with IT to understand API-driven transactional communication processes and ensure accurate documentation of system integrations
• Identify and address gaps in existing communication workflows, recommending and implementing process improvements
• Maintain clear and organized documentation of all communication workflows, triggers, and system dependencies to support operational clarity and scalability.
• Act as a bridge between business and IT teams, ensuring alignment on requirements, timelines, and deliverables
• Develop and track project plans, ensuring timely delivery of process mapping and optimization initiatives
• Support cross-functional initiatives aimed at enhancing the efficiency and effectiveness of customer communication strategies
  Skills, Experience and Requirements
  
  Education and Experience:
  
  • Bachelor's degree in business, marketing, information systems, or a related field is preferred
  • 3-5+ years of experience in marketing operations, process mapping, or a related field
  • If you match some, but not all of the below skills and qualifications, please feel free to apply!
    
    Skills and Qualifications:
    
    • Strong understanding of API-driven transactional communications and system integration processes
    • Proven ability to map and optimize complex workflows and customer journeys, including documenting processes, identifying gaps, and recommending solutions.
    • Proficiency with process mapping tools such as Visio, Lucidchart, Miro, or other similar options.
    • Experience managing cross-functional projects, demonstrating self-reliance and proactive problem-solving
    • Strong project management capabilities, including timeline management and stakeholder coordination
    • Analytical mindset with a focus on data-driven decision-making
    • Experience with CRM and marketing automation platforms is a plus.
      
      Visa sponsorship not available for this role
      
      Salary Ranges
      
      Compensation: $72,350.00/Year - $103,400.00/Year
      Benefits
      
      We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH 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 based on work location.
      
      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.
      
      The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Keywords: Dish, Littleton , Customer Communication Optimization Lead, Other , Littleton, Colorado