SR. MANAGER, CUSTOMER SUCCESS (STARLINK)

As a Customer Experience Senior Manager, you will be responsible for the post-purchase experience of Starlink customers. You will lead a team of highly skilled process engineers aligned to key vectors of the customer journey including billing and invoicing, shipping, account management, troubleshooting, and returns. This ensures the team’s North Star goal of reducing defects in the customer experience. To this end, you will be responsible for optimizing operations, conducting strategic planning, aligning resources to priorities, and advocating for the customer experience across the company. The ideal candidate is technically inclined, has a strong mind for process engineering, thrives at creating order out of chaos, and can manage a diverse set of stakeholders.

RESPONSIBILITIES:

• Manage a team of operations engineers to identify and eliminate defects in the customer experience. Manage their development and career progression. 
• Analyze complex problems involving multiple stakeholders, driving toward optimal solutions that benefit customers, reduce costs, and eliminate the need to contact customer support. 
• Leverage operational data and customer anecdotes to identify trends and opportunities in the customer experience to steer engineering roadmaps and executive decisions. 
• Collaborate with cross-functional Starlink teams (Software Engineering, Network Reliability, Growth, Production, Market Access, Communications, Shipping, and more) to develop and execute short to midrange plans for enhancing the customer experience. 
• Fix, delete, automate, or create new processes for addressing structural and emerging issues. 
• Develop, track, and analyze key performance indicators to measure the health of each portion of the customer journey. 
• Work alongside Automation and Software Engineers to develop technical and process-based solutions for improving the customer experience. 

BASIC QUALIFICATIONS:

• Bachelor’s degree in mathematics, data science, physics, or an engineering discipline.
• 8+ years of experience in one or more of the following: Product Management, Technical Program Management, Software/Automation Engineering, Process Engineering. 
• 3+ years of experience in a leadership role with direct reports. 

PREFERRED SKILLS AND EXPERIENCE:

• Master’s degree in business, engineering, or science discipline.
• Experience working in a Customer Service and/or Success organization in a B2B and B2C environment.
• Demonstrated ability to dive deep into technical topics and data analytics.
• Insatiable appetite for new knowledge, with the ability to quickly develop expertise and solve difficult problems in unfamiliar domains.
• Demonstrated capability to parse technical subjects on a deep level.
• Experience in data analysis using Python and SQL, R.
• Ability to work in fast-paced, high stress environments.
• Excellent written and executive communication skills.
• Proficiency with statistics, data analysis, cost/benefit analysis, and visualization.
• Project management certification or Agile/Lean Expertise.

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and weekends as needed.
• Willingness to travel to customer sites, other SpaceX locations, and events as needed.