Senior Program Manager, Customer Experience Transformation and AI Innovation

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

The Customer Experience Transformation (CXT) department is seeking a visionary, hands-on, and highly collaborative professional to join our team as a Sr. Program Manager. This role will lead the successful execution of Proof of Concepts (PoCs) for our newly formed Customer Experience Innovation Team.

This position will sit at the intersection of cutting-edge artificial intelligence, strategic product definition, and rapid agile execution. A person coming into this role will take ambitious AI ideas and transform them into functional, high-impact Proof of Concepts (PoCs) and pilots. This job manages the entire lifecycle of innovation - from initial ideation and scoping to building, testing, presenting prototypes, and running pilots that validate viability and technical feasibility.

If you thrive in fast-paced environments, love the "0 to 1" phase of product development, and are looking to lay the groundwork for future solutions, this role is for you.

What Success Looks Like (Objectives):

* Lead a cross-functional innovation squad using a lightweight agile methodology focused on weekly sprints and rapid creation of Po Cs

* Partner with stakeholders to identify high-impact opportunities and take broad, high-level AI concepts from leadership, customers, and market research, and successfully refine them into concrete, actionable PoC scopes

* Champion a high-velocity innovation culture, establishing lightweight guardrails that allow the squad to pivot quickly without getting bogged down in corporate red tape

* Define objective criteria for what makes a PoC a "success" or a "fast fail" by evaluating technical feasibility, user engagement, latency, and cost-to-scale

* Ensure that deeply technical AI models are always anchored in solving real user pain points and delivering intuitive user experiences

* Prioritze portfolio and roadmaps, identify and mitigate risks, remove blockers, and escalate critical issues with appropriate urgency

* Architect comprehensive "hand-off blueprints", including LLM performance benchmarks, prompt engineering patterns, RAG architecture learnings, and user feedback

* Contribute to strategic planning for the CX AI roadmap, identifying opportunities and trade-offs

Skills, Experience and Requirements

Core Skills and Competencies (What you'll bring)

* Experience leading cross-functional squads in a matrixed environment.

* Ability to manage upwards to Executive and C-suite, leading through influence rather than hierarchy.

* Experience with customer service and self-service AI functionality and tools

* Experience with change management and communications to multiple stakeholder levels, and technology partners to expand influence

* Ability to map out user flows and technical architectures quickly without getting bogged down in production-grade perfection

* Deep technical fluency in Generative AI architectures (LLMs, RAG, Agentic frameworks, Vector Databases) and a practical understanding of how to orchestrate these technologies within CCaaS/Enterprise architectures

* Ability to partner closely with AI SMEs to understand constraints/capabilities and translate complex concepts into high-value business propositions for non-technical stakeholders

Minimum Requirements

* 5+ years of Technical Program or Product Management experience, preferably in a tech or innovation lab setting

* Proven track record of shipping products from phase 0 to 1

* Bachelor's degree in Computer Science, Data Science, Engineering, or a related technical field (or equivalent practical experience)

Visa sponsorship not available for this role

Salary Ranges

Compensation: $96,250.00/Year - $/Year

Benefits

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:
Echo Star 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…