Fraud Process Optimization Lead

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 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.

Job Duties and Responsibilities

The successful candidate will be responsible for the end-to-end design and implementation of new fraud operations processes. This includes developing comprehensive Standard Operating Procedures (SOPs), training offshore agents, and applying best-in-class change management practices.

They will partner closely with leadership from the Fraud Analytics and Fraud Investigations teams to implement strategic, high-efficiency solutions focused on optimizing manual steps that cannot yet be automated. Key activities involve identifying process gaps, maximizing the effectiveness of third-party tools, and developing metrics to measure the impact of new procedures and initiatives.

Success in this role requires cultivating strong partnerships with offshore operations teams and cross-functional departments, including Customer Services, Sales, and IT.

Key Responsibilities

• Analyzes and models end-to-end operational workflows to identify and eliminate bottlenecks, reduce manual effort, and ensure maximum efficiency in fraud prevention
• Designs and maintains comprehensive documentation (e.g., SOPs,how-to documents) for all manual review processes, ensuring process clarity, adherence, and consistency across all operations
• Drives continuous improvement initiatives by breaking down complex operational issues, identifying root causes, and developing effective, data-driven solutions to boost efficiency and productivity
• Manages the human side of process transformations by developing and executing change management strategies that ensure the smooth and successful adoption of new procedures and systems by the operations team
• Partners with team leads and offshore vendors to develop and deliver targeted training programs on updated procedures, systems, and new fraud trends
• Leads cross-functional meetings and workshops to define process requirements, gather stakeholder input, and resolve conflicts, ensuring alignment on operational goals
• Reviews and evaluates current manual review processes to ensure they are effectively detecting and preventing device fraud and are compliant with internal policies and regulatory standards
• Stays informed about emerging fraud trends, techniques, and technologies, proactively identifying new threats and vulnerabilities to inform and update operational procedures
• Provides support and expertise to internal teams on fraud-related issues and escalations, leveraging critical thinking to draw valid conclusions based on compelling facts and evidence

Skills, Experience and Requirements

Education and Experience

Skills and Qualifications

Visa sponsorship not available for this role

Salary Ranges

Compensation : $63,150.00 / Year - $90,000.00 / 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 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.

Click the links to access the following statements : EEO Policy Statement, Pay Transparency, EEOC Know Your Rights (English / Spanish)