EchoStar 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 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.
What Success Looks Like (Objectives)
- 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
Skills, Experience and Requirements
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
Salary Ranges
Compensation: $72,350.00/Year - $103,400.00/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: EchoStar 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 status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Click the links to access the following statements: EEO Policy Statement, Pay Transparency, EEOC Know Your Rights (English/Spanish)
