Brand Project Manager II

Company Summary

Echo Star 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.

Our Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a passion for change and the power to drive it, we continue to push boundaries and be a disruptive force in the market.

The candidate for this role will need to be located and currently living in Los Angeles, California.

We are seeking a dynamic and detail-oriented Project Manager to oversee and manage multiple business functions, with a focus on optimizing customer experience, retail operations, and business performance in wireless retail locations. This role will include completing Mystery Shops across designated regions as well as overseeing other programs within the business as part of a broader strategy to improve customer service, sales performance, and operational efficiency.

Additionally, the candidate will be responsible for managing and executing other key business initiatives and project assignments. The ideal candidate will have a strong background in wireless retail operations, customer experience, leadership experience, and the ability to engage cross-functional teams to achieve strategic business objectives.

• Conduct mystery shop visits and calls across assigned regions to evaluate customer service, sales techniques, product presentation, and store operations; complete additional mystery shop assignments as needed
• Support coordination of the mystery shopper program by scheduling visits to wireless retail locations and assisting with the review of evaluation reports to identify strengths and opportunities for improvement
• Assist in monitoring retailer compliance with brand standards and operational guidelines; help document findings and support corrective action efforts when issues are identified
• Partner with cross-functional teams to review mystery shop insights and support improvements to customer service processes, training programs, and sales strategies
• Track and report on key performance indicators (KPIs) related to customer experience, sales performance, and operational execution using mystery shop and program data
• Identify basic trends from program results and help prepare reports and recommendations to support ongoing improvements in retail operations and customer experience

Skills and

Qualifications:

• Foundational understanding of wireless retail or similar customer-facing environments, including store operations, sales processes, and customer experience
• Ability to support training initiatives that improve sales techniques, product knowledge, and customer service in retail settings
• Experience supporting or participating in mystery shop programs, including conducting shops, reviewing results, and identifying improvement opportunities
• Strong verbal and written communication skills with the ability to clearly summarize findings and collaborate with cross-functional teams
• Interest in improving customer experience and understanding customer service standards and performance metrics