Business Operations Manager II, Advanced Process and Tools

EchoStar•Centennial, CO

4d•Onsite

About The Position

The Business Operations Manager II addresses critical agent and customer friction points across operational processes and support tools. By leading a team of Program Managers, this role resolves systemic process gaps and tool limitations that drive up contact volume and operational costs. Through strategic collaboration with IT and CXO leadership, the position ensures targeted technical enhancements are prioritized and implemented to streamline workflows.

Requirements

Direct supervisory and people leadership capabilities to coach professional Program Managers and manage team capacity
Advanced analytical research skills to translate qualitative frontline feedback into quantitative impact models
AI Literacy to leverage modern productivity technologies, Generative AI/LLMs, and automated workflow tools
Adaptability and change management expertise to navigate ambiguous situations and make decisive actions without complete data
Superior executive communication skills to write succinct updates and present strategic proposals to Senior Leadership
Strong stakeholder management abilities to build cross-functional alignment across IT and enterprise business units
Minimum Education: Bachelor’s degree in Business Operations, Program Management, Process Engineering, or a related field
Minimum Experience: 3+ years of experience in business operations, program management, or process engineering
Must have at least 1 year of experience with: Direct supervisory or people leadership in an operational or technical environment
Must have at least 1 year of experience with: Data analysis and quantitative impact sizing modeling tools
Must have at least 1 year of experience with: Process improvement and IT workflow management systems

Nice To Haves

Willingness to travel occasionally to CXO site locations

Responsibilities

Lead and mentor a high-performing team of Program Managers to achieve departmental operational efficiency OKRs
Direct deep-dive root cause analyses into agent tool pain points, ticket trends, and UI usability roadblocks
Conduct quantitative impact sizing models on call volume, handle time, and transfer rates to build business cases for IT backlog prioritization
Leverage modern AI capabilities, Generative AI/LLMs, and automated workflow tools to optimize agent efficiency and communication processes
Build strategic partnerships across CXO, IT, and cross-functional teams to execute continuous tool and process improvements