Program Manager II - Digital Experience and Knowledge Base

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:

Beyond connecting customers to their favorite entertainment, our Video Services team delivers an award-winning TV experience to millions of customers across DISH TV and Sling TV platforms. Our dynamic teams are unwavering in our commitment to continuous innovation, ensuring the evolution of products and the constant enhancement of the overall customer experience.

Job Duties and Responsibilities:

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

The main goal of this role is to improve and grow digital self-service tools, making sure millions of users can find accurate answers easily. The PM will fix problems in help center designs by combining user experience strategies with smart content planning. This position will also organize data and content so that advanced AI search tools can give users the most helpful solutions.

What Success Looks Like (Objectives)

Transform customer-facing help center layouts and structural design to lower search friction, elevate self-service resolution rates, and systematically decommission legacy information architecture

Partner with Product Managers to structure, tag, and organize content repositories so search algorithms and generative AI tools retrieve exact, context-aware answers

Standardize and publish dynamic knowledge assets across multiple brand portfolios, ensuring full readiness for high-impact product launches and peak-traffic events

Coordinate complex workflows among product engineers, UX content designers, and data scientists to deploy frictionless platform enhancements on schedule

Analyze critical self-service web metrics and user journey data to identify gaps, calculate operational impact, and run localized experimentation to boost user trust

Skills, Experience and Requirements:

Core Skills and Competencies (What you’ll bring)

Strong understanding of web design and content writing principles to present technical information in a clear, easy-to-read way

Good grasp of how AI tools, search systems, and automated chatbots use written content to answer user questions

Ability to look at website data and business metrics to figure out which improvements will help customers the most

Great communication skills to help different teams, like IT, brand marketing, and product engineering, work together toward the same goals

Flexibility to handle shifting priorities, manage your time well, and work comfortably in a fast-paced environment

Critical Experiences

Experience managing customer-facing websites, automated chatbots, or online help centers

Hands-on experience organizing and publishing web pages using a Content Management System (CMS)

Minimum Requirements

Minimum Education: Bachelor’s Degree in Business, Web Design, Business Analytics, or a related field

Minimum Experience: 1 to 3 years of experience managing online customer platforms, automated chatbots, website layouts, or help pages

Required Technical Skills:

Content Management Systems (like Adobe Experience Manager, WordPress, or Squarespace)

Website analytics tools (like Google Analytics or Adobe Analytics)

A/B testing tools (like Adobe Target or Optimizely)

Project tracking software (like JIRA or Airtable)

Additional Qualifications

Basic understanding of HTML, CSS, or JavaScript

Experience designing or building websites

Experience working on team projects alongside product developers

Familiarity with Adobe Experience Manager

Visa sponsorship not available for this role

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: 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.

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.

Salary Range: USD $72350.00 - $103400.00 / Year