Project Manager

EchoStar Corporation (NASDAQ: SATS) is a premier global provider of satellite communication solutions. Headquartered in Englewood, Colo., and conducting business around the globe, EchoStar is a pioneer in communications technologies through its Hughes Network Systems and EchoStar Satellite Services business segments. For more information, visit . Follow @EchoStar on Twitter.Hughes has an exciting opportunity for Project Manager. This position will be located at our headquarters in Germantown, MD. This role will be the primary Customer Service interface for Hughes'' consumer services solutions delivery to residential and business customers in North and South America. Responsibilities:Manage new products, services, processes launch deliverables for multiple geographies in various market segments while ensuring customer satisfaction, call center efficiencies, program profitability, and revenue growth.Develop effective CSR procedures and troubleshooting steps based on new applications, tools and programs being launched.Proactively communicate and collaborate with Call Center operations team to analyze information needs and functional requirements and deliver the following artifacts as needed: Functional requirements (Business Requirements Document), Use Cases, GUI, Screen and Interface designs.Coordinate with CS call center, knowledge and launch teams to develop project plan including project scope, release schedule, milestones, deliverables.Direct all peer support groups to successfully launch, maintain and improve CSR procedures and processes.Conduct regular status reviews with Hughes call center operations and management to ensure successful implementation and timely resolution of service, tools and process issues.Work closely with call center operations team, knowledge and training team for the development and improvement of a wide range of consumer applications, tools, products and services for Call Center Representatives (CSR).Ensure project documents are complete, current, and stored appropriately. Develop requirements specifications according to standard templates, using natural language.Create and execute project work plans and revise as appropriate to meet changing needs and requirements.Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.Provide recommendations to Knowledge and Training teams during preparation of technical and non-technical documentation to be used as training and knowledge articles.Conduct periodic feedback process with call center operations team from various locations surrounding process, procedures and tools improvements.Measure the impact of new programs/processes/services and identify and act on opportunities to improve efficiency and effectiveness thru data analysis and reporting, call listening and CSR/customer feedback.Manage and direct the daily activities of testing teams to ensure successful launch of new products, services and tools for customers and CSRs. Ensure testing team''s 24x7 availability for test and verification of production issues, bug fixes and new promotions/services. Evaluate employee performance, set expectations and goals for team and individual members.Manage post-launch activities such as issue tracking and resolution, and governance of processes and procedures implemented for CSRs.Be the subject matter expert on content for training development and validation of the applications, procedures and tools with the trainers and Knowledge Article writers.Successfully engage in multiple initiatives simultaneously.Basic Requirements:Bachelor of Science degree or related combination of education and experience3 or more years of industry experience3 or more years of experience in Project Management delivering and supporting B2C applications, products and services.1 year experience of teaching or call center training experience with quality assurance experience.Preferred Qualifications:Capable of working independently and assuming the role of team leader.Understanding of broadband technologies (wireline/terrestrial, satellite and wireless).Skilled in Program/Project Management techniques. PMP certification preferred.Experienced in Industry Best Practices for process improvement.Excellent analytical, organizational and time management skills.Excellent communication and presentation skills.Proficient with any Customer Relationship Management application such as Salesforce.Ability to travel (including international).Experienced working for Contact Center Operations with strong skills on call efficiency improvement and customer satisfaction improvement is a plus.Experience with Latin/South America telecom industry is a plus.Spanish Language a plus.Will be eligible for discretionary bonus, with funding based on company performance.LI-NA1EchoStar is committed to offering a comprehensive and competitive benefits package. Our programs are designed to provide you with the ability to customize your benefits to best meet the needs of you and your family. Our philosophy for these programs is to support and encourage healthy living and wellness. Our benefits package covers it all-from healthcare savings plans to education assistance and more!Financial: 401(k) retirement savings plan with company match; employee stock purchase plan; profit-sharing; company-paid life insurance, AD&D and disabilityWork-Life Balance: Paid Time Off (PTO), company-paid holidays, health and wellness events, exercise and sports facilities (locations may vary)Employee Incentives: Tuition reimbursement, employee referral program, year round employee events and community programs, discounts on Dish Network and HughesNetHealth: Medical, Dental, Vision, Employee Assistance Program (EAP), Health Savings Account (HSA) with opportunities to earn employer contributions; Health Care, Dependent Care and Transportation Flexible Spending Accounts (FSA)EchoStar and its Affiliated Companies are committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law. U.S. Persons or those able to obtain and maintain U.S. government security clearances may be required for certain positions. EEO is the law.

Created: 2025-09-06