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 Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a passion for change and the power to drive it, we continue to push boundaries and be a disruptive force in the market.

Job Duties and Responsibilities

The candidate for this role will need to be located and currently living in Los Angeles, California.

We are seeking a dynamic and detail-oriented Project Manager to oversee and manage multiple business functions, with a focus on optimizing customer experience, retail operations, and business performance in wireless retail locations. This role will include completing Mystery Shops across designated regions as well as overseeing other programs within the business as part of a broader strategy to improve customer service, sales performance, and operational efficiency. Additionally, the candidate will be responsible for managing and executing other key business initiatives and project assignments. The ideal candidate will have a strong background in wireless retail operations,Customer experience, leadership experience, and the ability to engage cross-functional teams to achieve strategic business objectives.

Key Responsibilities:

• Conduct mystery shop visits and calls across assigned regions to evaluate customer service, sales techniques, product presentation, and store operations; complete additional mystery shop assignments as needed

• Support coordination of the mystery shopper program by scheduling visits to wireless retail locations and assisting with the review of evaluation reports to identify strengths and opportunities for improvement

• Assist in monitoring retailer compliance with brand standards and operational guidelines; help document findings and support corrective action efforts when issues are identified

• Partner with cross-functional teams to review mystery shop insights and support improvements to customer service processes, training programs, and sales strategies

• Track and report on key performance indicators (KPIs) related to customer experience, sales performance, and operational execution using mystery shop and program data

• Identify basic trends from program results and help prepare reports and recommendations to support ongoing improvements in retail operations and customer experience

Skills, Experience and Requirements

Skills and Qualifications:

• Foundational understanding of wireless retail or similar customer-facing environments, including store operations, sales processes, and customer experience

• Ability to support training initiatives that improve sales techniques, product knowledge, and customer service in retail settings

• Experience supporting or participating in mystery shop programs, including conducting shops, reviewing results, and identifying improvement opportunities

• Strong verbal and written communication skills with the ability to clearly summarize findings and collaborate with cross-functional teams

• Interest in improving customer experience and understanding customer service standards and performance metrics

• Ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment

• Ability to review program data and identify basic trends or insights that support operational improvements

• Comfortable using common business tools and software to track activities, analyze data, and prepare reports

Visa sponsorship not available for this role

Salary Ranges

Compensation: $72,623.00/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: DISH 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.

Echo Star 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. Echo Star has a more detailed Accommodation Policy that applies to employees. Echo Star 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)

The candidate for this role will need to be located and currently living in Los Angeles, California.

We are seeking a dynamic and detail-oriented Project Manager to oversee and manage multiple business functions, with a focus on optimizing customer experience, retail operations, and business performance in wireless retail locations. This role will include completing Mystery Shops across designated regions as well as overseeing other programs within the business as part of a broader strategy to improve customer service, sales performance, and operational efficiency. Additionally, the candidate will be responsible for managing and executing other key business initiatives and project assignments. The ideal candidate will have a strong background in wireless retail operations,Customer experience, leadership experience, and the ability to engage cross-functional teams to achieve strategic business objectives.

Key Responsibilities:

• Conduct mystery shop visits and calls across assigned regions to evaluate customer service, sales techniques, product presentation, and store operations; complete additional mystery shop assignments as needed

• Support coordination of the mystery shopper program by scheduling visits to wireless retail locations and assisting with the review of evaluation reports to identify strengths and opportunities for improvement

• Assist in monitoring retailer compliance with brand standards and operational guidelines; help document findings and support corrective action efforts when issues are identified

• Partner with cross-functional teams to review mystery shop insights and support improvements to customer service processes, training programs, and sales strategies

• Track and report on key performance indicators (KPIs) related to customer experience, sales performance, and operational execution using mystery shop and program data

• Identify basic trends from program results and help prepare reports and recommendations to support ongoing improvements in retail operations and customer experience

Skills and Qualifications:

• Foundational understanding of wireless retail or similar customer-facing environments, including store operations, sales processes, and customer experience

• Ability to support training initiatives that improve sales techniques, product knowledge, and customer service in retail settings

• Experience supporting or participating in mystery shop programs, including conducting shops, reviewing results, and identifying improvement opportunities

• Strong verbal and written communication skills with the ability to clearly summarize findings and collaborate with cross-functional teams

• Interest in improving customer experience and understanding customer service standards and performance metrics

• Ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment

• Ability to review program data and identify basic trends or insights that support operational improvements

• Comfortable using common business tools and software to track activities, analyze data, and prepare reports

Visa sponsorship not available for this role