Product Manager II, 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 until the position is filled.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
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 [email protected] 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.
Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish )