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Director Finance & Workforce Management - Customer Experience

Company: DISH Network
Location: Englewood
Posted on: January 16, 2022

Job Description:

Department SummaryWe are currently looking for an innovative, analytical, and numbers-oriented Director-level candidate to add to our senior leadership team in Customer Experience Operations (CXO). Reporting to the Vice President of Strategic Planning & Shared Services, this role will lead a team tasked with ensuring we are properly staffed to resolve customer issues across all lines of business (LOBs), both current and future. This role will also ensure we maintain the financial discipline required to support key initiatives across CXO and DISH.Key Position ResponsibilitiesLeads the development of annual operating and capital budgets for the CXO, and acts as a Controller to achieve financial targetsProvides direction to the Workforce Management (WFM) Strategic Planning team, responsible for high-level site / capacity planning across all LOBs, product owner for WFM tools, WFM Project Manager for all merger & acquisition activity, and other ad-hoc initiativesProvides direction to the CXO Resource Teams, responsible for contact volume forecasts, agent scheduling, and real-time resource / queue management for DishTV, SlingTV, OnTech, Boost, Ting, Republic, and all other future wireless brandsIdentifies and implements cost-saving initiatives aligned with strategic prioritiesEngages in the standard responsibilities of a manager including developing team members, planning, evaluating, controlling, and tracking against goals and timetablesAbout YouCustomer obsessedVisionary thinkerStrong influencer, adept at building cross-departmental coalitionsTrack record of consistently exceeding expectations and raising the bar on past performancePassionate about building the best teamKey Position QualificationsBachelor's Degree and 10+ years of related experience, or equivalent combined work experience5 + years experience as a leader in workforce management and/or finance; experience in both preferredStrong executive-level communication skills (listening, written, verbal, presentation)Experience leading major strategic, cross-functional initiatives within large organizationsExpert knowledge of financial modeling and process design - ability to explain complex concepts simplyExperience leading large (25+ member) teamsAbility to thrive in a fast-paced and highly dynamic environmentAbility to attract and grow talent internally and externally within a companyAbility to travel 5-10% of the time; otherwise onsite in South Denver headquarters office#RBLI1 Compensation: $133,900.00/Year - $200,000.00/Year From versatile health perks to new career opportunities, check out our benefits on our careers website.Employment is contingent on Successful completion of a pre-employment screen, which may include a drug test.

Keywords: DISH Network, Denver , Director Finance & Workforce Management - Customer Experience, Accounting, Auditing , Englewood, Colorado

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