Program Manager II — Care Agent Workspace

Job overview

The Program Manager II — Care Agent Workspace role is onsite in Englewood, CO. The base salary range is $72,350–$103,400 per year. EchoStar’s Customer Experience Operations teams work to simplify customer interactions across services including DISH TV and Boost Mobile. The manager shapes and advances the care-agent workspace roadmap by combining contact analytics with frontline feedback, evaluating tools, and building business cases. The role coordinates cross-functional initiatives and technology improvements, including potential AI-enabled workflows, to improve agent efficiency and customer experience.

What you'll do

• Anticipate customer and care-agent needs and maintain a 6–12 month strategic roadmap with senior leadership
• analyze contact data and frontline feedback to identify workflow issues and operational impacts
• evaluate internal tools and third-party applications
• partner with Finance on ROI models, cost-benefit analyses, and business cases
• facilitate agent feedback sessions
• serve as a subject matter expert on products, processes, and agent tools
• advance innovation using generative AI, agent-assist bots, and automated workflows.

What we're looking for

Skills & competencies

program manager ii

care agent workspace

englewood co

echostar

customer experience operations

program management

care workflows

contact analytics

agent tools

business cases

roi models

generative ai

$72,350–$103,400 per year

visa sponsorship unavailable

Work arrangement

• Weekend coverage required

Benefits & perks

• Flexible spending accounts, HSA, 401(k) with company match, employee stock purchase plan, career opportunities, and flexible time away plan.

Why this role

Requires a bachelor’s degree or four years of equivalent experience, two years in relevant project/program management, process engineering, or technology evaluation, and two years using Google Suite and building data or financial models. Visa sponsorship is unavailable.

About the employer

EchoStar is hiring for this role. Industry: Wired Telecommunications Carriers. Sector: 51.