Program Manager II - Care Agent Workspace

EchoStar•Centennial, CO

12d

About The Position

The Program Manager II, Care Agent Workspace, addresses operational friction, agent workflow inefficiencies, and fragmented user experiences across customer care applications and expanding wireless brands. The role researches care workflows, identifies systemic pain points, evaluates internal and third-party software, and uses data-driven analysis to guide technology decisions. The position partners with senior leadership, Finance, IT, business units, and cross-functional teams to shape a 6–12 month strategic roadmap, build ROI models and business cases, and incorporate frontline agent feedback into desktop design and application improvements. As a subject matter expert for products, operational processes, and agent tools, the Program Manager supports the broader CXO organization and promotes innovation through AI capabilities, including Generative AI/LLMs, agent-assist bots, and automated workflows. These efforts aim to reduce customer effort, improve agent productivity, and enhance the customer experience.

Requirements

Bachelor’s degree from a four-year college or university, or four years of equivalent experience.
At least 2 years of experience in cross-functional project/program management, process engineering, or technology evaluation roles within care, operations, or product management.
At least 2 years of experience with Google Suite products.
At least 2 years of experience with data analysis and building business or financial justification models.
Experience evaluating care applications, optimizing agent workflows, and managing technology programs in operations environments.
Ability to participate in at least one in-person interview.

Responsibilities

Anticipate customer and care agent needs across lines of business and help shape and maintain the 6–12 month strategic roadmap with senior leadership.
Combine contact analytics and frontline feedback to research care workflows, identify systemic pain points, and model potential operational impacts.
Evaluate internal tools and third-party applications to determine optimal solutions.
Partner with Finance to develop ROI models, cost-benefit analyses, and business cases.
Facilitate agent roundtables and feedback sessions across business units, using agent insights to guide desktop design and application enhancements.
Serve as a subject matter expert on products, operational processes, and agent tools for the CXO organization and cross-functional partners.
Integrate AI capabilities, including Generative AI/LLMs, agent-assist bots, and automated workflows, to improve application efficiency.
Drive complex program initiatives independently from initial concept through execution.