Senior Customer Insights Product and Platform Manager

About the Role

Key Responsibilities

• Lead the design, deployment, and continuous enhancement of conversational analytics and NLP capabilities using Qualtrics, AWS, or similar platforms.
• Collaborate with business stakeholders to define analytical use cases, build data pipelines, and deliver actionable insights derived from voice interactions and other unstructured data sources.
• Architect and manage end-to-end workflows for processing, analyzing, and visualizing conversational data with a focus on sentiment, intent, and emerging themes.
• Partner with data science and engineering teams to train and refine machine learning models for speech-to-text, sentiment analysis, and topic classification.
• Own the administration and governance of NLP platforms, ensuring secure access, performance optimization, and data integrity.
• Develop scalable, cloud-native dashboards and reports to track trends, KPIs, and outcomes of customer interactions.

Requirements

• Bachelor's or Master's degree in Business Analytics, Data Science, or a related field.
• 5+ years of experience in product management, data analytics, or cloud-based platforms with a focus on conversational intelligence or NLP.
• 3+ years of experience implementing and managing cloud-based services and tools for speech analytics and natural language processing (NLP), including transcription, text analysis, and machine learning platforms.
• Proven experience with end-to-end conversational analytics workflows—from ingestion and processing to visualization and reporting.
• Experience developing and optimizing dashboards using various BI and data visualization tools to support business decision-making.
• Experience working with cross-functional teams to define business needs and translate conversational data into measurable outcomes.

Qualifications

• Educational background in Business Analytics, Data Science, or related fields.
• Experience with cloud-based services and tools for speech analytics and NLP.

Benefits & Perks

• Versatile health perks, including flexible spending accounts, HSA.
• A 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Career opportunities and a flexible time away plan.
• All benefits can be viewed at DISH Benefits.