Matt Layette

About Matt Layette

It’s all about winning.My ability to win is contagious (who doesn’t want to win?). I’m here to help my company and teams (and customers) WIN. I know what we can achieve and don’t settle for less. My team understands and supports our No Excuse Zone and I strive to cultivate an inclusive, accountable and fun culture.In short, I drive disruptive, strategic change which elevates Field Operations and positions my organization as an industry leader. I direct customer-facing Field Operations teams to achieve award-winning service delivery (services, capacity, customer satisfaction) on a national scale at Echostar Corporation (Fortune 200). My work is challenging and engaging. Initially recruited into DISH due to past success leading retail teams to exceed expectations. I’ve constantly taken on additional responsibilities and key initiatives, expanding my scope and purview significantly. SCOPE: ENTERPRISE-LEVEL IMPACT• Lead and support 5 of the nation’s largest Regional Service Providers (RSPs) as a strategic partner and advisor to RSP CEOs and COOs.• Manage 22% of all DISH In Home customer service interactions.• Lead third party contractors consisting of a Operations Service Delivery team. • Develop and execute regional strategy to advance the Field Operations function and improve customer satisfaction across the single, largest DISH region in the division. I strive for top-level performance, create success and exceed expectations in every team and project I lead. Throughout my career, I’ve been trusted with transforming underperforming teams and projects to achieve extraordinary results. I don’t ask anyone to do something I wouldn’t do myself. Any problem or project represents a new opportunity to positively impact our customers and company, which is both exciting and motivating.🤝 As a servant leader, I influence cross-functional collaboration and gain team alignment for the objectives. I thoroughly enjoy building teams and invest time and energy into coaching and mentoring employees to pursue their potential. I’m a strategic thinker focused on long-term results, so building technical skillsets and leadership bench strength is a priority in terms of supporting organizational sustainability and growth to scale.I’m a relationship builder and influential communicator, from the executive team to Field Ops. My teams know I care and do everything I can to support their success. We are in this together and we WIN together. Ask me about being the TOP UP-BOTTOM DOWN guy. I welcome professional connections.

Experience

1. Senior Manager, Field Operations Dish in Home Services Division

   EchoStar Corporation

   Jan 2020 — Present · Englewood, CO, US

   Initially hired as a Regional Account Manager, my teams’ results spoke for themselves and I was promoted regularly, culminating in the Sr Manager of Field Operations role (Director-level impact). In this capacity, I oversee the largest single territory in DISH’s In Home Services division. My role is both visionary and strategic as I develop and execute the roadmap for the entire region. Our workforce comes from 5 of the nation’s largest Regional Service Providers (RSPs), providing a team of Field Operations professionals (including Regional Managers, General Managers, Field Service Managers, and Technicians).I also drive key strategic initiatives related to:– Account management– KPI deliverables– Customer service– Cost efficiency and productivity– Training– Ancillary sales and services– New initiative launchesI took care to cultivate a transparent, supportive and enjoyable team culture and personally guided the team to focus on continual improvement and customer satisfaction.• Led the largest door-to-door sales team to double sales revenue (20••••23).• Managed team to successfully achieve over customer interactions in 1 year (2022).• Built partnerships and directed 5 nationwide RSPs.– Managed 22% of DISH In Home service business.• Achieved Top Region Performance Status.• Improved In Home sales to #1 in the nation.• Boosted ADT Home Security Sales and Boost Mobile phone line sales to lead all other regions.• Recognized with the DISH Distinguished Service Award in 2022 (Top 100).• Team recognized as key contributor to the company’s 6th straight JD Power Award.

Education

• Colorado State University

  Master of Business Administration - MBA

  2008 — 2011

• Eastern Illinois University

  Bachelor's degree

  1995 — 1999

Skills

• Merchandising
• Retail
• Operations Management
• Expense Management
• Continuous Improvement
• Service Level Agreements
• Leadership
• Training
• Customer Satisfaction
• Sales Management
• Expense Control
• Sales
• Store Management
• Sla
• Customer Service
• Strategic Planning
• Management
• Team Building
• Multi-Unit
• Profit
• Inventory Management
• Process Improvement