Sr. Manager, Customer Support (Starlink)

Sr. Manager, Customer Support (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 of enabling human life on Mars.

Starlink, our revolutionary satellite constellation, will deliver low-latency 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 Bastrop, TX facility. This role will be responsible for leading both the day-to-day customer operations onsite, 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 team for the Redmond/Seattle site.
• Safety Monitor and improve operations, ensuring a safe work environment.
• Strategy Understand the needs of the business and develop strategy, business metrics, and goals to guide the organization in the direction required.
• Leadership Lead a multi-level 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).
• Role Model Lead by setting an example, taking feedback from all levels of the organization, and motivating your organization to achieve the highest level of results.
• Process Improvement Drive the projects and changes needed to ensure the Customer Support organization is able to meet and enable the goals of the Starlink business.
• Cost Lead cost saving opportunities, identifying internal/external cost reductions and optimization opportunities.
• Customer Support 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.
• Adaptability As SpaceX continues to innovate and pave the way for future development, this manager needs to be able to adapt their business to the ever-changing needs of the organization.
• Mentorship 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, one-on-one mentoring, and training of direct reports
• Ensure business practices are being followed to not only guarantee the processing of customer interactions in a quality manner, but also meet those needs outlined in ISO 9001 and regional-specific requirements
• 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.
• Develop reporting and analytics that measure end-customer and internal team successes.
• Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards.

Basic Qualifications:

• Bachelor's 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 (responsible for a multi-tiered organization).
• Completion of a leadership or rotational development program.
• Excellent communication and team-building skills.
• Experience in training, learning and development, analytics, service design, vendor management, or content management role.
• Ability to work in a fast-paced/cross-functional environment.
• Organized and self-driven, capable of working independently with little direction.
• Capable of adapting to abrupt changes in strategy.
• Lean/6-Sigma 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.
• Solid financial literacy - you have fluency with an income statement and balance sheet.
• Written/verbal business fluency in a second language (in addition to English).

Additional Requirements:

• Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines.
• This role is located in Redmond, WA and requires you to be onsite. Remote or hybrid work will not be considered. This role may relocate to Woodinville, WA depending on business operational needs.

Compensation and Benefits:

Pay range:

Customer Support/Sr. Manager: $135,000.00 - $170,000.00/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.