{"id":4244635,"url":"https://alion.io/job/echostar-program-manager-ii-care-agent-workspace","title":"Program Manager II - Care Agent Workspace","company":{"id":1846584,"name":"EchoStar","domain":"echostar.com","url":"https://alion.io/company/echostar","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jibe","truth_index":null},"role":"Management","role_family":"Management","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Englewood, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":72350,"max":103400,"currency":"USD","period":"year","gross":null,"usd_annual":103400},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-29T17:01:00Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T12:29:26Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"Managing customer care applications across expanding wireless brands introduces operational friction, agent workflow inefficiencies, and fragmented user experiences. This role resolves systemic care desktop pain points by conducting deep-dive workflow research, evaluating internal versus third-party software, and establishing data-driven technology choices. Through agent feedback roundtables, financial ROI modeling, and cross-functional alignment across IT and business units, care platforms achieve enhanced usability and operational performance. Working in close collaboration with a Senior Program Manager and reporting to the CXO Requirements & UAT leadership, this role offers a unique opportunity to bridge enterprise technology initiatives into the frontline Care ecosystem, streamline agent workflows, and create a best-in-class operational environment. Ultimately, these strategic initiatives eliminate customer effort, optimize agent productivity, and elevate the overarching customer experience.\nWhat Success Looks Like (Objectives):\nPartner with internal teams to assess enterprise solutions and features. Evaluate downstream impacts on agent workflows and advocate to ensure applications are integrated into cross-functional delivery roadmaps.\nWork closely with the Senior Program Manager to shape and execute the care agent desktop roadmap. Help translate strategic priorities into clear project milestones, dependencies, and actionable workstreams.\nCombine quantitative contact analytics with qualitative frontline feedback to conduct deep-dive research into care workflows, uncover systemic pain points, and model potential operational impacts\nEvaluate internal tools against third-party software applications to determine optimal solutions while partnering with Finance to construct ROI models, cost-benefit analyses, and business cases\nFacilitate agent roundtables and feedback sessions across business units to ensure agent insights directly shape desktop design and application enhancements\nServe as a domain subject matter expert around products, operational processes, and agent tools to support the wider CXO organization and cross-functional partners\nChampion continuous innovation by integrating AI capabilities, such as Generative AI/LLMs, agent-assist bots, and automated workflows, to optimize application efficiency\nCore Skills, Competencies, and Key Experiences (What you’ll bring)\nAutonomous leadership and strategic vision to drive complex program initiatives independently from initial concept through execution\nProven ability to partner closely with program managers, taking ownership of project deliverables, tracking complex technical dependencies, and driving initiatives to completion.\nDeep analytical and financial acumen to evaluate complex datasets, build business justification models, and guide technology choices\nTechnology and AI proficiency to leverage modern productivity platforms, Generative AI tools, and automated workflow solutions\nAgility and change management capabilities to navigate ambiguous situations, shift priorities comfortably, and lead cross-functional teams through operational transitions\nOutstanding communication and stakeholder management skills to write succinct executive updates and present strategic proposals to leadership\nCritical experience evaluating care applications, optimizing agent workflows, and managing technology programs in operations environments\nMinimum Requirements:\n Minimum Education: Bachelor’s degree from a four-year college or university (or 4 years of equivalent experience)\nMinimum Experience: 2 years of experience in cross-functional project/program management, process engineering, or technology evaluation roles within care, operations, or product management\nRequired Technical Skills: Must have at least 2 years of experience with:\nGoogle Suite products\nData analysis and building business or financial justification models\nCandidates must be willing to participate in at least one in-person interview.\nVisa sponsorship not available for this position\nSalary Range\nCompensation: $72,350.00/Year - $103,400.00/Year\nAbout Our Department\nOur Customer Experience Operations (CXO) teams excel at simplifying lives and helping communities get the most out of our services from DISH TV to Boost Mobile. Our agents are tuned in to the needs of our customers. That’s why DISH has been named #1 in Customer Satisfaction by J.D. Power for six consecutive years.\nAbout Our Company\nEchoStar 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.\nToday, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.\nBenefits\nWe offer meaningful health perks, including flexible spending accounts, HSA, a 401(k) plan with company match, employee stock purchase plan, career opportunities, and a flexible time away plan. Review a benefits summary here:EchoStar Benefits \nThe 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.\nCandidates 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.\nThis job posting will be active for a minimum of 3 days and will continue to extend by 3 days until the position is filled.\nWe 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.\nEchoStar 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  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. If you have questions regarding your application or the recruitment process please email .\nClick the links to access the following statements: EEO Policy Statement, Pay Transparency, EEOC Know Your Rights (English /Spanish)\nPartner with internal teams to assess enterprise solutions and features. Evaluate downstream impacts on agent workflows and advocate to ensure applications are integrated into cross-functional delivery roadmaps.\nWork closely with the Senior Program Manager to shape and execute the care agent desktop roadmap. Help translate strategic priorities into clear project milestones, dependencies, and actionable workstreams.\nCombine quantitative contact analytics with qualitative frontline feedback to conduct deep-dive research into care workflows, uncover systemic pain points, and model potential operational impacts\nEvaluate internal tools against third-party software applications to determine optimal solutions while partnering with Finance to construct ROI models, cost-benefit analyses, and business cases\nFacilitate agent roundtables and feedback sessions across business units to ensure agent insights directly shape desktop design and application enhancements\nServe as a domain subject matter expert around products, operational processes, and agent tools to support the wider CXO organization and cross-functional partners\nChampion continuous innovation by integrating AI capabilities, such as Generative AI/LLMs, agent-assist bots, and automated workflows, to optimize application efficiency\nAutonomous leadership and strategic vision to drive complex program initiatives independently from initial concept through execution\nProven ability to partner closely with program managers, taking ownership of project deliverables, tracking complex technical dependencies, and driving initiatives to completion.\nDeep analytical and financial acumen to evaluate complex datasets, build business justification models, and guide technology choices\nTechnology and AI proficiency to leverage modern productivity platforms, Generative AI tools, and automated workflow solutions\nAgility and change management capabilities to navigate ambiguous situations, shift priorities comfortably, and lead cross-functional teams through operational transitions\nOutstanding communication and stakeholder management skills to write succinct executive updates and present strategic proposals to leadership\nCritical experience evaluating care applications, optimizing agent workflows, and managing technology programs in operations environments\nMinimum Requirements:\n Minimum Education: Bachelor’s degree from a four-year college or university (or 4 years of equivalent experience)\nMinimum Experience: 2 years of experience in cross-functional project/program management, process engineering, or technology evaluation roles within care, operations, or product management\nRequired Technical Skills: Must have at least 2 years of experience with:\nGoogle Suite products\nData analysis and building business or financial justification models\nCandidates must be willing to participate in at least one in-person interview.\nVisa sponsorship not available for this 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