Sr. Manager, Customer Success (Starlink)

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.


• 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:

• 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.

COMPENSATION AND BENEFITS:

Pay range:
Sr. Manager: $175,000.00 - $230,000.00/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.