Program Manager II - Digital Experience

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.

Beyond connecting customers to their favorite entertainment, our Video Services team delivers an award-winning TV experience to millions of customers across DISH TV and Sling TV platforms. Our dynamic teams are unwavering in our commitment to continuous innovation, ensuring the evolution of products and the constant enhancement of the overall customer experience.

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

The main goal of this role is to improve and grow digital self-service tools, making sure millions of users can find accurate answers easily. The PM will fix problems in help center designs by combining user experience strategies with smart content planning. This position will also organize data and content so that advanced AI search tools can give users the most helpful solutions.

• Transform customer-facing help center layouts and structural design to lower search friction, elevate self-service resolution rates, and systematically decommission legacy information architecture.
• Partner with Product Managers to structure, tag, and organize content repositories so search algorithms and generative AI tools retrieve exact, context-aware answers.
• Standardize and publish dynamic knowledge assets across multiple brand portfolios, ensuring full readiness for high-impact product launches and peak-traffic events.
• Coordinate complex workflows among product engineers, UX content designers, and data scientists to deploy frictionless platform enhancements on schedule.
• Analyze critical self-service web metrics and user journey data to identify gaps, calculate operational impact, and run localized experimentation to boost user trust.

• Strong understanding of web design and content writing principles to present technical information in a clear, easy-to-read way.
• Good grasp of how AI tools, search systems, and automated chatbots use written content to answer user questions.
• Ability to look at website data and business metrics to figure out which improvements will help customers the most.
• Great communication skills to help different teams, like IT, brand marketing, and product engineering, work together toward the same goals.
• Flexibility to handle shifting priorities, manage your time well, and work comfortably in a fast-paced environment.

• Experience managing customer-facing websites, automated chatbots, or online help centers.
• Hands-on experience organizing and publishing web pages using a Content Management System (CMS).

• Minimum Education: Bachelor’s Degree in Business, Web Design, Business Analytics, or a related field.
• Minimum Experience: 1 to 3 years of experience managing online customer platforms, automated chatbots, website layouts, or help pages.
• Required Technical
  
  Skills:
  
  
• Content Management Systems (like Adobe Experience Manager, Word Press, or Squarespace).
• Website analytics tools (like Google Analytics or Adobe Analytics).
• A/B testing tools (like Adobe Target or Optimizely).
• Project tracking software (like JIRA or Airtable).

• Basic understanding of HTML, CSS, or JavaScript.
• Experience designing or building websites.
• Experience working on team projects alongside product developers.
• Familiarity with Adobe Experience Manager.

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:
Echo Star Benefits.

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as…