Business Process Engineering Analyst III

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.

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 Analyst of Business Process Engineering is responsible for supporting the end-to-end architecture of operational workflows and the rigorous governance of business rules. Reporting to the Manager of Business Process Engineering, this analyst will eliminate operational silos by centralizing logic across CXO Systems, Teams, & Processes to ensure a seamless experience for both customers and frontline agents. This position will include a strong focus on AI enablement.

What Success Looks Like (Objectives):

• Design and implement end-to-end operational workflows that streamline customer and agent touchpoints to achieve target team efficiency OKRs

• Diagnose and eliminate workflow inefficiencies, leveraging data-driven insights to remove friction across diverse channels

• Govern and centralize the departmental business rule repository, ensuring 100% of operational logic is documented, audited, and communicated

• Coordinate with the Change Control Board (CCB) and PMO to execute seamless deployment plans for new product launches and system migrations

• Collaborate with cross-functional stakeholders to prevent isolated system updates and maintain a unified agent platform experience

• Apply AI-driven automation solutions to optimize processes, reducing manual tasks and enhancing self-service capabilities

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

• Strong skills in CRM and Knowledge Management (KM) platforms, specifically regarding their integration with telecom architectures

• Critical experience in contact center operations and optimizing the frontline agent experience

• AI literacy to identify and deploy process automation opportunities within business workflows

• Ability to resolve complex business problems through structured, scalable operational design

• Critical experience driving end-to-end organizational change management in fast-paced environments

• Ability to influence senior leadership stakeholders while maintaining alignment with frontline operational realities

Additional Qualifications

• Master’s Degree in Business Administration, Engineering, or a related field

• Six Sigma Green Belt, Black Belt, or LEAN process certification

Minimum Requirements

• Minimum Education: Bachelor’s Degree in Business, Engineering, Customer Experience, or a related field
• Minimum Experience: 2 years of experience in Customer Experience Operations, Process Engineering, or Product Management

Required Technical Skills:

• CRM or Knowledge Management (KM) systems

• Contact center operations and customer experience platforms

• Process mapping and documentation of business rules

Visa sponsorship not available for this role

Salary Ranges

Compensation: $63,150.00/Year - $90,000.00/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. Echo Star 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)