Product Manager, Conversational AI (IVR & Chat)

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 Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.

Job Duties and Responsibilities

Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.

As a Product Manager, Conversational AI, you will drive the strategy, development, and optimization of our automated customer interaction platforms, specifically focusing on Conversational AI technologies for both IVR (Interactive Voice Response) and Chat. This pivotal role is central to our customer experience transformation, ensuring seamless, intelligent, and highly effective automated interactions that delight our users and achieve business objectives. You will be responsible for defining the product vision, roadmap, and successful delivery of AI-powered conversational experiences.

Key Responsibilities:

• Define and own the product vision, strategy, and roadmap for IVR and Chat conversational AI platforms, identifying customer needs, business value, and prioritizing features and initiatives accordingly
• Lead the design, configuration, and ongoing optimization of generative AI agents across voice and chat channels, including intent recognition, entity extraction, dialogue design, prompt engineering, and natural language generation
• Partner with IT, engineering, and external vendors to curate and manage high-quality training data, monitor model performance, and drive continuous, data-informed improvements
• Collaborate with cross-functional stakeholders (operations, legal, compliance, marketing, UX/UI, analytics) to translate business requirements into clear rules, policies, and governance frameworks for AI-driven interactions
• Develop and oversee quality management processes, defining and tracking KPIs such as accuracy, containment, customer satisfaction, and efficiency; analyze user feedback and performance data to drive ongoing optimization
• Serve as the primary subject matter expert and central point of contact for conversational AI initiatives, maintaining comprehensive product documentation and leveraging data from tools such as Snowflake, SQL, and Athena to inform strategy and enhance performance

Skills, Experience and Requirements

Education and Experience:

• Bachelor's degree in Computer Science, Linguistics, Business, Marketing, or a related technical field, OR two years of relevant experience in conversational AI product management

Skills and Qualifications:

• Understanding and hands-on experience with generative AI principles, natural language processing (NLP), natural language understanding (NLU), and conversational AI platforms
• Demonstrated experience in configuring, training, and optimizing AI chatbots or virtual assistants, with a strong emphasis on prompt engineering
• Proven ability to define product vision, strategy, and roadmaps from conception to launch for complex AI products
• Excellent cross-functional collaboration and communication skills, with the ability to articulate complex concepts to both technical and non-technical audiences
• Strong analytical mindset with the ability to gather requirements, define business rules, interpret complex data, and drive data-driven product decisions
• Exceptional attention to detail and a commitment to delivering high-quality, customer-centric solutions

Visa sponsorship not available for this role

Salary Ranges

Compensation: $72,350.00/Year - $103,400.00/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 u