Manager, Starlink Customer Support

3 weeks ago

Hawthorne, United States SpaceX Full time

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.

**MANAGER, STARLINK CUSTOMER SUPPORT**

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 Hawthorne, CA 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 Hawthorne site. Oversee support for 24-hour operations and team management for all shifts.
- Safety - Monitor and improve operations by 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 by identifying internal/external cost reductions and optimization opportunities.
- Customer Support - Manage operations that provide industry leading levels of customer support in all operations; recognize 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 by 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, writing periodic reviews, providing 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 5+ years of professional experience in customer operations, customer support, or customer service; or 8+ 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 either a manager (responsible for a multi-tiered organization) or front-line supervisor (with direct reports).
- Completion of a leadership or rotational development program.
- Excellent communication and team-building skills.
- Experience in a training, learning and development, analytics, service design, vendor management, or content management role.
- Ability to work in a fast-paced/cross-functional environ

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