Wireless Skills Analyst II

EchoStar•Centennial, CO

1d•Onsite

About The Position

The Wireless Skills Analyst II addresses complex customer and agent experience challenges by analyzing operational bottlenecks, gathering feedback, and making actionable recommendations. The role focuses on finding gaps in support and training materials, simplifying workflows, and improving the agent experience. It requires deep product expertise and collaboration across departments to align team operations with organizational objectives and continually improve processes for a strong customer experience. The analyst conducts hands-on roundtables and side-by-side observations, provides subject matter expertise on products and operational updates, and uses data, feedback loops, and AI-powered sentiment analysis to identify training gaps. The role also partners with cross-functional teams on strategic change initiatives and manages multiple projects in onsite locations, including when project scope is ambiguous or priorities shift.

Requirements

Bachelor’s degree or at least 3 years of equivalent professional experience.
At least 3 years of experience in customer experience, operations, or training environments.
Strong written and verbal communication skills, including the ability to explain complex technical concepts clearly to non-technical audiences.
Expertise in data interpretation, problem solving, and analytical decision-making, including identifying operational problems, extracting trends, and drawing logical conclusions.
Adaptability and self-motivation in ambiguous, fluid environments with shifting priorities.
Experience collaborating across functions, partnering with teams, and executing projects in complex corporate environments.
Experience with data collection, reporting software, collaborative platforms, and AI-powered productivity tools.
Ability to use AI-powered productivity, synthesis, and search tools for research, feedback analysis, and documentation workflows.

Nice To Haves

Project management experience or certification.

Responsibilities

Conduct hands-on roundtables and side-by-side observations to identify agent friction points and recommend improvements.
Develop product expertise and provide subject matter expert support to guide teams through operational updates.
Use data-driven insights, feedback loops, and AI-powered sentiment analysis to identify training gaps and improve support materials.
Collaborate with cross-functional departments to execute strategic change initiatives aligned with EchoStar and CXO objectives.
Prioritize and manage multiple assigned projects in onsite locations, maintaining a positive, results-driven approach under pressure and amid ambiguous project scopes.