Product Manager II, Customer Experience & Social Technology Platform

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.

Department Summary

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.

Job Duties and Responsibilities

Candidates must be willing to participate in at least one in-person interview

Echo Star is seeking a dynamic and highly collaborative Product Manager to lead the strategy, implementation, and optimization of projects for our enterprise customer listening and social engagement platform. This role will oversee and optimize the technology that captures the heartbeat of our customer base- the tool that ingests survey data and organic social media feedback, enables outbound social posting, and powers our social Customer Care operations.

This position sits at the critical intersection of business strategy and technical execution. There are two key components to the role: to collaborate deeply with IT, data engineering, and SaaS vendors to manage complex data pipelines, leverage cutting-edge AI features, and ensure seamless journey orchestration. Additionally, to partner with key business stakeholders - including Voice of Customer, Marketing, CX Operations, Retention, and Product - to design impactful surveys, build intuitive sentiment dashboards, and deliver executive-level insights.

If you are a problem-solver who thrives on turning raw customer signals into strategic corporate action, we want you on our team.

What Success Looks Like (Objectives):

* Act as the primary bridge between business stakeholders and IT teams. Successfully translate diverse business needs into functional requirements documents that enable our platform to integrate with other platforms and systems across the organization

* Successfully configure and deploy surveys across multiple channels-including email, SMS, and web/app digital intercepts-ensuring high response rates and minimal customer friction

* Partner with data warehouse and technical teams to ensure all collected feedback data flows seamlessly into internal data warehouses, empowering data analysts across Echo Star to perform deep-dive, advanced analytics

* Build and maintain both recurring and ad-hoc dashboards tailored to the specific needs of internal teams. Merge social listening data and survey metrics into impactful, cohesive executive reports that drive strategic decision-making

* Maximize the platform's native AI capabilities and broader Echo Star AI tools to automate manual workflows, speed up time-to-insight, and fine-tune sentiment/conversational models to align with evolving business needs

* Evaluate the vendor's product roadmap against Echo Star's business goals, oversee user provisioning/governance, champion the adoption of new features, and provide training to internal stakeholders

Skills, Experience and Requirements

Core Skills and Competencies (What you'll bring):

* Exceptional communication skills with a proven ability to translate non-technical business requests into functional platform specifications, and conversely, explain deeply technical architecture to business partners

* Strong analytical and governance skills to effectively manage SaaS vendor relationships, prioritize the platform roadmap, and optimize user access control

* Comfort working around enterprise data integration tools, Customer Data Platforms (CDPs), and cloud infrastructure (such as AWS S3 buckets) to support data transfer conversations

* Practical comfort with structured data formats to support API integrations and seamless data transfers between systems

* High proficiency in transforming complex feedback metrics, text analytics, and sentiment scores into clear, actionable, visually compelling dashboards and reports

Minimum…