Product Manager II, Customer Experience & Social Technology Platform

Company Summary

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

EchoStar is seeking a dynamic and highly collaborative Product Manager to lead the strategy, implementation, and optimization of projects for our enterprise customer listening and social engagement platform. This role will oversee and optimize the technology that captures the heartbeat of our customer base- the tool that ingests survey data and organic social media feedback, enables outbound social posting, and powers our social Customer Care operations. This position sits at the critical intersection of business strategy and technical execution. There are two key components to the role: to collaborate deeply with IT, data engineering, and SaaS vendors to manage complex data pipelines, leverage cutting-edge AI features, and ensure seamless journey orchestration. Additionally, to partner with key business stakeholders - including Voice of Customer, Marketing, CX Operations, Retention, and Product - to design impactful surveys, build intuitive sentiment dashboards, and deliver executive-level insights. If you are a problem-solver who thrives on turning raw customer signals into strategic corporate action, we want you on our team.

What Success Looks Like (Objectives):

• Act as the primary bridge between business stakeholders and IT teams. Successfully translate diverse business needs into functional requirements documents that enable our platform to integrate with other platforms and systems across the organization
• Successfully configure and deploy surveys across multiple channels-including email, SMS, and web/app digital intercepts-ensuring high response rates and minimal customer friction
• Partner with data warehouse and technical teams to ensure all collected feedback data flows seamlessly into internal data warehouses, empowering data analysts across EchoStar to perform deep-dive, advanced analytics
• Build and maintain both recurring and ad-hoc dashboards tailored to the specific needs of internal teams. Merge social listening data and survey metrics into impactful, cohesive executive reports that drive strategic decision-making
• Maximize the platform's native AI capabilities and broader EchoStar AI tools to automate manual workflows, speed up time-to-insight, and fine-tune sentiment/conversational models to align with evolving business needs
• Evaluate the vendor's product roadmap against EchoStar's business goals, oversee user provisioning/governance, champion the adoption of new features, and provide training to internal stakeholders

Skills, Experience and Requirements

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

• Exceptional communication skills with a proven ability to translate non-technical business requests into functional platform specifications, and conversely, explain deeply technical architecture to business partners
• Strong analytical and governance skills to effectively manage SaaS vendor relationships, prioritize the platform roadmap, and optimize user access control
• Comfort working around enterprise data integration tools, Customer Data Platforms (CDPs), and cloud infrastructure (such as AWS S3 buckets) to support data transfer conversations
• Practical comfort with structured data formats to support API integrations and seamless data transfers between systems
• High proficiency in transforming complex feedback metrics, text analytics, and sentiment scores into clear, actionable, visually compelling dashboards and reports

Minimum Requirements

• Minimum Education: Bachelor's Degree in Business, Analytics, Psychology, Computer Science, Information Systems, or a closely related field
• Minimum Experience: 5 years of experience in product management, customer insights, or customer experience (CX) research, with explicit, hands-on experience collaborating directly with engineering, IT, or data warehouse teams
• Required Technical Skills:
• Direct experience managing enterprise customer experience management platforms (e.g., Medallia, Qualtrics, Sprinklr CFM, SurveyMonkey)
• Proficiency with data visualization tools, including Tableau, advanced Excel, or native customer experience platform dashboards
• Experience working alongside CRM or marketing automation systems, with a strong understanding of technical specifications for journey orchestration tools (e.g., Adobe Journey Orchestrator, Redpoint)
• Demonstrated experience designing, administering, and scaling enterprise-level Voice of Customer (VoC) programs. Solid grounding in quantitative and qualitative research methodologies to structure sound feedback frameworks
• Experience leveraging modern sentiment analysis, natural language processing (NLP), and conversational intelligence tools to analyze open-text feedback and social media mentions at scale

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 leaves@dish.com 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)