Product Manager II - Virtual Assistant

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 role addresses the challenge of optimizing automated voice interactions to improve customer experience and operational efficiency. Driving the evolution of Conversational AI technologies for IVR/IVA platforms requires balancing technical complexity with user-centric design. Success involves transforming traditional voice systems into intelligent, context-aware agents that deliver measurable business value and high containment rates.

• Own the end-to-end product vision and roadmap for voice-automated platforms to achieve high-impact business objectives and departmental OKRs
• Design and configure generative AI voice agents utilizing advanced prompt engineering and natural language generation for seamless, context-aware dialogue flows
• Collaborate with cross-functional partners to translate complex business policies into precise rules governing IVA behavior and responses.
• Develop and implement robust quality management processes for voice AI agents
• Define and track key performance indicators (KPIs) such as word error rate (WER), containment, customer satisfaction (CSAT), and resolution efficiency

• AI Literacy and Innovation, specifically regarding the application of Generative AI, NLP, and NLU in voice-first environments
• Deep professional expertise in VUI design and persona management to create sophisticated, conversational customer journeys
• Critical experience in architecting CCaaS-integrated solutions that drive improvements in First Contact Resolution and omnichannel continuity
• Advanced analytical capabilities in querying and interpreting complex datasets to inform strategic product decisions
• Strong collaborative leadership and communication skills to bridge technical voice concepts with non-technical business requirements

• Experience with A/B testing and specialized QA methodologies for AI and voice systems
• Deep understanding of speech recognition (ASR), speech-to-speech (S2ST), and text-to-speech (TTS) technologies
• Mastery of user experience (UX) principles specifically for voice-only or voice-first conversational interfaces

• Minimum Education/
  
  Experience:
  
  Bachelor’s Degree in Business, Computer Science, or a related field; OR proven track record of driving ROI-focused product initiatives and a minimum of two years’ experience within the Echo Star ecosystem.
• Required Technical
  
  Skills:
  • Prompt engineering and persona management for virtual assistants.
  • Natural Language Processing (NLP) and Natural Language Understanding (NLU) configuration
  • Data retrieval and interpretation using Snowflake, SQL, or Athena

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…