Customer Experience Lead

Company: Dish
Location: El Segundo
Posted on: May 1, 2025

Job Description:

Company Summary

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.

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 first-of-its-kind 5G network, a passion for change and the power to drive it, we are the nation's fourth facilities-based wireless carrier and a new disruptive force in the market.

Job Duties and Responsibilities

At Gen Mobile, we're committed to ensuring that cost is not a barrier to connectivity by making wireless service more accessible and affordable for al l. Customers can pay month-to-month, or if they qualify, apply for government subsidies, such as the federal Lifeline benefit, to reduce their bills. With budget-friendly plans, we empower p eople to stay connected to friends and family around the world without breaking the bank - all on America's Largest 5G Networks. Gen Mobile is not just a wireless provider; we're on a mission to bridge the digital divide and create a more connected world for all.

We are seeking a Customer Experience Lead to develop and manage programs that enhance customer engagement, build brand loyalty, and drive long-term value for our prepaid wireless customers. This role will focus on designing and executing loyalty initiatives, analyzing customer insights to improve customer retention, and collaborating with cross-functional teams to strengthen customer relationships. The ideal candidate is strategic, data-driven, and passionate about delivering exceptional customer experiences.

Key Responsibilities:

• Develop Retention Strategies: Create and execute plans to increase customer and authorized retailer loyalty and lifetime value, including loyalty programs and outreach initiatives; manage customer outreach initiatives, including loyalty programs, special offers, and win-back campaigns
• Manages Customer Reviews Program: Oversees online reviews, responds to feedback, and ensures a strong brand presence on review platforms and improve any service gaps
• Analyze Customer Data and Metrics: Track churn, identify trends, and use data to improve retention efforts, customer experience and measure success.
• Collaborate Across Teams: Work with marketing, product, and customer service to enhance the customer experience and retention programs
• Optimize and Innovate: Design campaigns, manage partnerships, and conduct A/B testing to improve effectiveness while staying updated on industry trends
• Report and Provide Insights: Share key retention metrics and recommendations with leadership to drive continuous improvement
  Skills, Experience and Requirements
  
  Education and Experience:
  
  • Bachelor's degree in Marketing, Business, or a related field
  • 5+ years of experience in customer loyalty, retention, or engagement programs, preferably in telecom or subscription-based industries
    
    Skills and Qualifications:
    
    • Strong analytical skills with experience in customer segmentation and performance tracking
    • Proficiency in CRM, loyalty program platforms, and marketing automation tools
    • Excellent communication and project management skills
    • Creative problem solver with a customer-first mindset
    • Ability to work in a fast-paced environment and adapt to changing customer needs
      
      Visa sponsorship is not available for this role
      
      Salary Ranges
      
      Compensation: $83,202.50/Year - $118,910.00/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.

Keywords: Dish, Hawthorne , Customer Experience Lead, Other , El Segundo, California