Sr Manager Customer Support Starlink - Night Shift

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.

MANAGER CUSTOMER SUPPORT (STARLINK) NIGHT SHIFT

Starlink our revolutionary satellite constellation will deliver lowlatency broadband internet worldwide. As a member of the Starlink customer support team you will lead the team that interfaces directly with Starlink customers ensuring they have an exceptional overall experience.

This role is a key leadership position within the Starlink Customer Operations organization with responsibility for operations at the Hawthorne CA facility. This role will be responsible for leading the overnight customer operations nationwide while also driving the necessary strategic projects and process improvements to take the organization to the next level and respond to the evolving needs of the business.

RESPONSIBILITIES:

• Lead the Starlink Customer Support overnight teams for the Hawthorne Redmond and Bastrop sites. Responsible for all operations and team management for overnight shifts.
• Understand the needs of the business and develop strategy business metrics and goals to guide the organization in the direction required. This includes but is not limited to overnight strategies supporting customer operations shift patterns associate engagement and coverage.
• Lead a multilevel organization consisting of both hourly and salary individuals: assess employee performance provide positive/constructive feedback facilitate conflict resolution and address repeat issues with corrective actions performance improvement plans or through disciplinary means. Foster an environment where change is embraced and ideas are respected supported vetted and ultimately implemented (if deemed appropriate).
• Lead by setting an example taking feedback from all levels of the organization and motivating your organization to achieve the highest level of results.
• Drive process improvements and changes needed to ensure the Customer Support organization meet Starlink business goals.
• Lead cost saving opportunities identifying internal/external cost reductions and optimization opportunities.
• Manage operations that provide industry leading levels of customer support in all operations: recognizing the needs of the business and adapting to support our mission.
• As SpaceX continues to innovate and pave the way for future development this manager needs to be able to adapt their business to the everchanging needs of the organization.
• Actively monitor and grow the workforce ensuring team members are challenged and performing at the expected standards; work to develop ways and methods to motivate team members to go above and beyond the status quo.
• Perform administrative duties including but not limited to approving timecards scheduling workforce establishing employee goals periodic reviews oneonone mentoring and training of direct reports.
• Collaborate with internal leaders and teams (engineering reliability production finance design communications sales etc. to design simple and effective support interventions that improve our customers experience.
• Drive root cause analysis activities for our products and services; Be the voice of the customer in the language of the business.
• Collaborate with internal tooling development teams to identify capabilities that increase support associate performance and productivity.
• Monitor and improve operations ensuring a safe work environment.

BASIC QUALIFICATIONS:

• Bachelors degree and 7 years of professional experience in customer operations customer support or customer service; or 10 years of professional experience in customer operations customer support or customer service in lieu of a degree.
• 3 years of professional experience in a supervisory or managerial role focused on customer operations customer support or customer service.

PREFERRED SKILLS AND EXPERIENCE:

• Experience leading a team as a manager across multiple sites (responsible for a multitiered organization).
• Excellent communication and teambuilding skills.
• Ability to work in a fastpaced/crossfunctional environment.
• Organized and selfdriven capable of working independently with little direction.
• Capable of adapting to abrupt changes in strategy.
• Lean/6Sigma experience (Green/Black Belt certifications).
• Demonstrate innovative and futuristic thinking to drive continuous improvement.
• Strong attention to detail project management and organizational skills. You take pride in your craft.
• Technical aptitude experience with networking hardware troubleshooting software development etc.
• Written/verbal business fluency in a second language (in addition to English).

ADDITIONAL REQUIREMENTS:

• Willingness to work extended hours and nonscheduled days when needed to meet critical deadlines. This role is expected to oversee the overnight shifts for the Customer Success team.
• This role is based in Hawthorne CA and requires you to be onsite and travel. Hybrid or remote work will not be considered.
• Must be willing to travel to other SpaceX Starlink sites (up to 30.

COMPENSATION AND BENEFITS:

Pay range:
Sr. Manager Customer Support: $135000.00 $170000.00/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. Exempt employees are eligible for 5 days of sick leave per year.

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.