Training AI Optimization Program Manager II

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.

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

The Training AI Optimization and Predictive Intelligence Program Manager acts as the operational bridge between raw predictive data and actionable field performance. Moving beyond traditional ad hoc troubleshooting, this role governs the "Human Validation Layer" ecosystem to oversee the ethics, bias mitigation, and overall effectiveness of automated data models. Furthermore, this role designs and maintains the orchestration workflows that automatically trigger adaptive learning paths and skill recovery modules based on real-time data inputs for front line customer service teams.

• Orchestrate real time data and technical workflows to build, maintain, and refine the AI Predictive Models customized across our Lines of Business
• Partner cross functionally with the internal training teams to champion the strategic transition from linear, one-size-fits-all training to a hyper personalized, AI driven micro learning architecture
• Leverage AI tools and technology to continuously optimize processes, maximizing overall training performance and efficiency
• Serve as the primary auditor of AI generated data and predictive flags, ensuring that automated systems remain unbiased, highly accurate, and operationally relevant
• Build, coordinate, and refine the technical glue that connects performance gaps to training solutions; create frictionless workflows that push micro learning modules to agents the moment a QA score or call metric drops below a threshold
• Translate automated insights into cohesive, digestible strategies for field management, executives, and cross functional partners
• Continuously analyze the effectiveness of AI interventions on agent performance, maintaining documentation of processes and driving continuous improvement loops

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

• Strategic thinking at the intersection of process management and emerging technology to solve workflow challenges.
• The autonomy to identify root-cause problems and the agility to implement automated solutions.
• Experience with workflow automation tools, SQL querying, Tableau data visualization, and Snowflake data environments.
• A strong understanding of automated systems, recommendation engines, and the ability to detect model drift.
• The ability to translate, document, and present complex, machine-generated analytical findings to non-technical business partners.
• Initiative to adapt to new technology stacks and methodologies in a fast-paced environment.

Minimum Requirements

• Minimum Education
  :
  Bachelor’s Degree or equivalent work experience
• Minimum Experience: 2 years of experience in program management or a related field
• Required Technical
  
  Skills:
  
  Must have experience with:
• SQL and Tableau
• Snowflake data environments
• Workflow automation platforms (e.g., Looker Actions, Google Apps Script)

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 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 equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran…