Senior Business Operations Analyst

Company Summary

Echo Star 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.

Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.

As a Senior Business Operations Analyst, you will be a strategic partner within the Echo Star ecosystem—encompassing brands like DISH TV, Boost Mobile, Sling TV, and Hughes. You are not just a data processor; you are a strategic storyteller who translates complex operational data into a unified narrative of the customer experience. You will lead the effort to map the end‑to‑end customer journey, identifying moments of truth and influencing senior leadership to drive cross‑functional change.

• Lead visualization of complex customer life cycles across all Echo Star touchpoints, identifying friction in sales, billing, and support and delivering data‑driven CX improvements
• Analyze customer feedback to uncover insights, pain points, and opportunities; implement scorecards and embed CX intelligence across the organization
• Develop and maintain VOC dashboards and reporting to track trends, sentiment, and satisfaction; conduct customer segmentation and attribute analysis
• Catalog and align business‑specific journeys within the broader enterprise journey; identify critical touchpoints using VOC data, analytics, and cross‑functional journey mapping
• Present clear, compelling CX insights to technical and non‑technical audiences; map lifecycle stages (Learn, Onboard, Use, Support, Leave) to identify gaps and recommend improvements
• Apply strong business acumen and consultative influence to build executive alignment, integrate customer insights into decision‑making, and drive enterprise‑wide CX strategy

Education and Experience:

• A bachelor’s degree or 3+ years of relevant experience in:
• Analytics and data visualization with the ability to translate data into actionable insights
• Customer experience journey mapping across the customer life cycle (Learn, Onboard, Use, Support, Leave)
• Telecommunications, Satellite or Wireless experience
• Practical experience generating process documentation and reports
• Journey Mapping Mastery:
  Proficiency in tools like Miro, Smaply, or Lucidchart to document and optimize customer journey flows

Skills and

Qualifications:

• Excellent organizational, verbal, presentation, visual, storytelling, and written communication skills
• Proven ability to synthesize complex data into clear, actionable executive summaries and presentations
• A track record of acting as a “trusted advisor” to senior leadership, providing insights that go beyond the “what” to the “so what”
• Keen attention to detail and organization; the ability to manage and execute multiple delivery engagements simultaneously
• History of excellent, positive teamwork; proactive collaboration; and highly effective problem resolution skills
• Ability to thrive in a fast‑paced, rapidly changing, and highly dynamic environment

Visa sponsorship not available for this role

Compensation: $72,350.00/Year - $/Year

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…