Process Specialist (Starlink Customer Operations)

PROCESS SPECIALIST (STARLINK CUSTOMER OPERATIONS)

Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As a Process Specialist within the Starlink program, your role would identify opportunities for improvement, work closely with the related cross-functional and operational groups, and assist with bringing the resulting projects to completion. We are looking for problem solvers with a passion for creating simple, high-quality customer experiences, as well as improving processes. Ideal team members are highly autonomous individuals that excel in flexible environments; are steadfast in their efforts to sustain change; and bring clarity and smart decision-making to our leadership teams that drive the organization.

RESPONSIBILITIES:

• Apply “the Algorithm” to streamline deletes process steps, and simplifies procedures. Improves workflows across teams and with customers


• Coordinate and lead Customer Connections sessions ensuring that we are documenting participant observations and holding stakeholders accountable to fixing problems impacting customers


• Serve as the first point of contact for executive escalations ensuring that customer problems are resolved with speed and that we are identifying and eliminating the root cause of the escalation


• Triage active issues ensuring all relevant stakeholders are actively engaged to mitigate immediate impact of incident and we are tracking toward a systemic fix to the issue.


• Design, implement, and measure A/B tests to action on the consumer base, resulting in conclusions on formal operational or system changes to implement at scale


• Create strategies and solutions for internal customers, and communicates effectively with all parties involved in each exchange


• Partner with software development, sales, finance, fulfillment, and enterprise account management to define and simplify cross-team handoffs


• Create and manage tools to communicate schedule, identify critical path/dependencies, and track progress to customer operation goals


• Identify and lead implementation of system enhancements and automations to improve the internal system interfaces; identifies gaps, and designs simple, and effective fixes


• Routinely broadcasts status, milestones, and roadmap of projects to stakeholders


• Lead multiple concurrent projects, communicating status, and risks to senior leadership

BASIC QUALIFICATIONS:

• Bachelor's degree OR 4+ years of professional experience in customer operations, supply chain, production or manufacturing experience in lieu of a degree


• 2+ years of process improvement experience within a supply chain, production, customer operations or manufacturing environment

PREFERRED SKILLS AND EXPERIENCE:

• Significant experience with tools and systems used to manage Starlink consumer customers


• Significant technical knowledge of Starlink in at least one key area (examples: satellites, ground network, business operations, user terminals, etc.)


• Ability to synthesize multiple unique requirements and suggest smart solutions, products or features


• Excellent written and verbal communication skills, including experience communicating with external and internal stakeholders


• Experience running A/B tests


• Data analysis skills in Excel, VBA, and/or SQL


• Experience using Six Sigma or other lean manufacturing concepts


• Workflow/process mapping experience, including using tools like MS Visio


• Experience managing complex projects and assessing schedule dependencies, risks, and conflicts


• Excellent troubleshooting and problem-solving skills

ADDITIONAL REQUIRMENTS:

• Must be available to work extended hours and/or weekends as needed to support critical milestones or operations shifts


• Some travel to SpaceX sites may be required