Lead Customer Support Workforce Analyst

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 ofenabling human life on Mars.

LEAD CUSTOMER SUPPORT WORKFORCE ANALYST

Were seeking a dynamic Lead Customer Support Workforce Analyst to join our customer success team. In this role youll be responsible for managing staffing models forecasting and scheduling for our customer support teams (internal and external third parties) and ensuring we meet service level agreements (SLAs). Additionally youll play a critical role in using data to drive decisionmaking designing dashboards and applying statistical analysis to provide actionable insights into support demand our teams performance customer demand and operational efficiency.

RESPONSIBILITIES:

• Determine and set aggressive goals for customer support service levels manage project priorities and ensure they align with overall Starlink program goals.
• Develop and maintain staffing models and schedules that align with business needs.
• Create and manage dashboards that track key performance indicators (KPIs) including productivity response times queue levels and staffing levels.
• Provide actionable insights and recommendations for operational efficiency improvements based on data trends and analysis.
• Collaborate with internal recruiting and BPOs to align staffing and performance strategy.
• Analyze historical data and trends while incorporating product roadmaps and other demand drivers to accurately forecast service levels.
• Lead and develop an agile innovative team of analysts and specialists to manage queue levels in real time.
• Foster a culture of datadriven excellence within the customer support organization.

BASIC QUALIFICATIONS:

• Bachelors degree in business supply chain management information systems computer science engineering or economics.
• Experience working with technical customer support and customer success within the consumer goods industry.
• 5 years of experience as a Workforce Management Analyst or similar role specifically with Resource Planning.
• Experience with SQL and creating/managing dashboards using data visualization tools (e.g. Tableau Power BI Looker).
• 2 years of experience in a leadership role with direct reports.

PREFERRED SKILLS AND EXPERIENCE:

• Strong project management and selfdirected prioritization skills.
• Experience forecasting and capacity planning for a globally distributed team (with both FTE and BPO headcount).
• Ability to develop and maintain strong relationships across disciplines and with multiple levels of management.
• Exceptional ability to communicate technical concepts to nontechnical audiences at all organizational levels.
• Experience managing a thirdparty (BPO) vendor that provides customer support services.
• Strong programming/software fundamentals including SQL and Python.
• Experience routinely presenting to and steering executivelevel audiences and strategic direction.

ADDITIONAL REQUIREMENTS:

• Must be able to work extended hours and/or weekends as needed.
• Some travel may be required.

COMPENSATION AND BENEFITS:

Pay range:

Lead Customer Support Workforce Analyst: $110000.00 $145000.00/per year

Your actual level and base salary will be determined on a casebycase basis and may vary based on the following considerations: jobrelated knowledge and skills education and experience.

Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for longterm incentives in the form of company stock stock options or longterm cash awards as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive access to comprehensive medical vision and dental coverage access to a 401(k) retirement plan short and longterm disability insurance life insurance paid parental leave and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Employees accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual carryover and use requirements of the law.

ITAR REQUIREMENTS:

• To conform to U.S. Government export regulations applicant must be a (i) U.S. citizen or national (ii) U.S. lawful permanent resident (aka green card holder) (iii) Refugee under 8 U.S.C. 1157 or (iv) Asylee under 8 U.S.C. 1158 or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

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 SpaceXs Affirmative Action Plan for veterans and individuals with disabilities or applicants requiring reasonable accommodation to the application/interview process should reach out to.