Senior Program Manager, Customer Experience Transformation and AI Innovation

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.

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.

Candidates must be willing to participate in at least one in-person interview

The Customer Experience Transformation (CXT) department is seeking a  visionary, hands-on, and highly collaborative professional to join our team as a Sr. Program Manager. This role will lead the successful execution of Proof of Concepts (PoCs) for our newly formed Customer Experience Innovation Team. 

This position will sit at the intersection of cutting-edge artificial intelligence, strategic product definition, and rapid agile execution. A person coming into this role will take ambitious AI ideas and transform them into functional, high-impact Proof of Concepts (PoCs) and pilots. This job manages the entire lifecycle of innovation - from initial ideation and scoping to building, testing, presenting prototypes, and running pilots that validate viability and technical feasibility.

If you thrive in fast-paced environments, love the "0 to 1" phase of product development, and are looking to lay the groundwork for future solutions, this role is for you.

What Success Looks Like (Objectives):

• Lead a cross-functional innovation squad using a lightweight agile methodology focused on weekly sprints and rapid creation of PoCs
• Partner with stakeholders to identify high-impact opportunities and take broad, high-level AI concepts from leadership, customers, and market research, and successfully refine them into concrete, actionable PoC scopes
• Champion a high-velocity innovation culture, establishing lightweight guardrails that allow the squad to pivot quickly without getting bogged down in corporate red tape
• Define objective criteria for what makes a PoC a "success" or a "fast fail" by evaluating technical feasibility, user engagement, latency, and cost-to-scale
• Ensure that deeply technical AI models are always anchored in solving real user pain points and delivering intuitive user experiences
• Prioritze portfolio and roadmaps, identify and mitigate risks, remove blockers, and escalate critical issues with appropriate urgency
• Architect comprehensive "hand-off blueprints", including LLM performance benchmarks, prompt engineering patterns, RAG architecture learnings, and user feedback 
• Contribute to strategic planning for the CX AI roadmap, identifying opportunities and trade-offs

Core Skills and Competencies (What you’ll bring)

• Experience leading cross-functional squads in a matrixed environment.
• Ability to manage upwards to Executive and C-suite, leading through influence rather than hierarchy.
• Experience with customer service and self-service AI functionality and tools
• Experience with change management and communications to multiple stakeholder levels, and technology partners to expand influence
• Ability to map out user flows and technical architectures quickly without getting bogged down in production-grade perfection
• Deep technical fluency in Generative AI architectures (LLMs, RAG, Agentic frameworks, Vector Databases) and a practical understanding of how to orchestrate these technologies within CCaaS/Enterprise architectures
• Ability to partner closely with AI SMEs to understand constraints/capabilities and translate complex concepts into high-value business propositions for non-technical stakeholders

Minimum Requirements

• 5+ years of Technical Program or Product Management experience, preferably in a tech or innovation lab setting
• Proven track record of shipping products from phase 0 to 1
• Bachelor’s degree in Computer Science, Data Science, Engineering, or a related technical field (or equivalent practical experience)

Visa sponsorship not available for this role

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)