Sr. Manager, Customer Success (Starlink)

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.

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 teams 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:

• Bachelors degree in mathematics data science physics or an engineering discipline.
• 4 years of experience in one or more of the following: Product Management Technical Program Management Software/Automation Engineering Process Engineering.
• 2 years of experience in a leadership role with direct reports.

PREFERRED SKILLS AND EXPERIENCE:

• Masters 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.

COMPENSATION AND BENEFITS:

Pay range:
Sr. Manager: $175000.00 - $230000.00/per year

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related 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 long-term incentives in the form of company stock stock options or long-term 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 long-term 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 in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.

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.