Product Manager II Customer Experience & Social Technology Platform

• Act as the primary bridge between business stakeholders and IT teams. Successfully translate diverse business needs into functional requirements documents that enable our platform to integrate with other platforms and systems across the organization
• Successfully configure and deploy surveys across multiple channels-including email SMS and web/app digital intercepts-ensuring high response rates and minimal customer friction
• Partner with data warehouse and technical teams to ensure all collected feedback data flows seamlessly into internal data warehouses empowering data analysts across EchoStar to perform deep-dive advanced analytics
• Build and maintain both recurring and ad-hoc dashboards tailored to the specific needs of internal teams. Merge social listening data and survey metrics into impactful cohesive executive reports that drive strategic decision-making
• Maximize the platform's native AI capabilities and broader EchoStar AI tools to automate manual workflows speed up time-to-insight and fine-tune sentiment/conversational models to align with evolving business needs
• Evaluate the vendor's product roadmap against EchoStar's business goals oversee user provisioning/governance champion the adoption of new features and provide training to internal stakeholders

• Exceptional communication skills with a proven ability to translate non-technical business requests into functional platform specifications and conversely explain deeply technical architecture to business partners
• Strong analytical and governance skills to effectively manage SaaS vendor relationships prioritize the platform roadmap and optimize user access control
• Comfort working around enterprise data integration tools Customer Data Platforms (CDPs) and cloud infrastructure (such as AWS S3 buckets) to support data transfer conversations
• Practical comfort with structured data formats to support API integrations and seamless data transfers between systems
• High proficiency in transforming complex feedback metrics text analytics and sentiment scores into clear actionable visually compelling dashboards and reports

• Minimum Education: Bachelor's Degree in Business Analytics Psychology Computer Science Information Systems or a closely related field
• Minimum Experience: 5 years of experience in product management customer insights or customer experience (CX) research with explicit hands-on experience collaborating directly with engineering IT or data warehouse teams
• Required Technical Skills:
  • Direct experience managing enterprise customer experience management platforms (e.g. Medallia Qualtrics Sprinklr CFM SurveyMonkey)
  • Proficiency with data visualization tools including Tableau advanced Excel or native customer experience platform dashboards
  • Experience working alongside CRM or marketing automation systems with a strong understanding of technical specifications for journey orchestration tools (e.g. Adobe Journey Orchestrator Redpoint)
  • Demonstrated experience designing administering and scaling enterprise-level Voice of Customer (VoC) programs. Solid grounding in quantitative and qualitative research methodologies to structure sound feedback frameworks
  • Experience leveraging modern sentiment analysis natural language processing (NLP) and conversational intelligence tools to analyze open-text feedback and social media mentions at scale

What We Do

Tune into the innovation collaboration and culture that our team members bring to the office every day. We want you to be a part of our journey to build the next generation of technology that transforms the way the world communicates. Our team members are the key to our history of groundbreaking innovation and our continued progress. If you bring an inquisitive curiosity a sense of pride in your work an openness to adventure and a drive to win we’ll provide the structure to take the next step in your career. This is more than just another job this is your launchpad to achieve your potential and a community dedicated to your growth.

Why Work With Us

At EchoStar we work to create opportunity and cultivate an environment where people thrive. Between our brands our partners our teams and our customers the opportunities are endless. Get started on your next career adventure with EchoStar!

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