Manager, Starlink Customer Support
at SpaceX
Hawthorne, CA, United States
SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.
MANAGER, STARLINK CUSTOMER SUPPORT
Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As an early member of the global Starlink Customer Operations team, you will own Starlink Customer Support for one of our regions, leading the teams that interface directly with Starlink customers and ensuring they have an exceptional overall experience.
You will have responsibility for hiring, personnel development, and developing a culture of operational rigor where our customers come first. You will partner with other internal teams to surface and resolve root cause of issues impacting our customers, and will be a critical voice in the development of program strategy. You will own goal development, defining associated metrics, and tracking outcomes to ensure our we have happy customers. You are an excellent problem solver that has succeeded wearing many hats, with experience building and developing Support organizations as well as championing & project managing strategic customer-focused initiatives. You move quickly and proactively, are a strong communicator, and will fiercely advocate within the Starlink organization on behalf of our customers.
RESPONSIBILITIES:
Manage Starlink Customer Support for one of our regions (ex. North America). Own end-to-end performance, quality, cost, and team development
Define team goals - including operational metrics - that lead to a consistently excellent customer experience. Drive performance to these goals
Own capacity planning (including facility planning), full cycle team development (recruiting, training, growth, coaching), and adapt the organizational structure to anticipate the needs of the program and our customers
Optimize escalation paths with internal teams (ex. Network Operations, Engineering, Reliability) that enables scalable, rapid root cause resolution
Collaborate with internal tool development teams to identify capabilities that improve customer experience and increase team performance & productivity
Measure customer happiness with the support we provide, including trend and root cause analysis for our product & service. Use quantitative and qualitative methods to drive broad internal understanding & impact assessment
Own and improve triage methods, internal playbooks, and external content to improve resolution speed & first touch resolution
Collaborate with internal teams to design simple, effective, proactive interventions that improve our customers' experience
Create training program & coaching tools that enable our teams to be knowledgeable, nimble, technically capable, and excellent communicators
Own inbound and outbound channel strategy (digital, voice, SMS, etc.)
BASIC QUALIFICATIONS:
Bachelor’s degree
7+ years of experience leading customer-facing teams
5+ years of experience managing people leaders
PREFERRED SKILLS AND EXPERIENCE:
Start-up, consulting, or other demonstrated experience leading teams in a high-growth, fast-paced environment
Demonstrated track record of cross-functional stakeholder management and leadership through influence
Excellent communication skills across all levels of the organization. You can distill complex concepts into the simplest explanations, and frame customer pain to influence change around the organization
Experience leading training, learning & development, analytics, service design, vendor management, or content management groups
Strong project management, business judgement, problem-solving & analysis skills. Analytical toolbox that includes advanced Excel, SQL, and data visualization platforms
Technical aptitude – ideally, experience with consumer electronics, networking, hardware troubleshooting, software development
Lean/Six Sigma experience or certifications
Written/verbal business fluency in Spanish and/or French
ADDITIONAL REQUIREMENTS:
Ability to travel up to 25%, including internationally
Ability to work extended hours and weekends as needed
ITAR REQUIREMENTS:
SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.
Applicants wishing to view a copy of SpaceX’s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should notify the Human Resources Department at (310) 363-6000.