Wireless Skills Analyst II

EchoStar•Centennial, CO

2d•Onsite

About The Position

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.

Requirements

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.
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

Nice To Haves

Project management experience or certification.

Responsibilities

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.