Sr. Technical Operations Engineer, Customer Success (Starlink)

Job description

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. SR. TECHNICAL OPERATIONS ENGINEER, CUSTOMER SUCCESS (STARLINK) One of the most ambitious missions that SpaceX has undertaken to date, the Starlink satellite constellation, is committed to providing reliable, high-speed internet access to the entire world. SpaceX is looking for an ambitious, driven operator who can help define our customer experience and product strategy and drive that vision to reality. This person will have an opportunity to leverage strong business acumen, technical competence, and excellent execution and delivery skills to define the next generation of broadband access across the globe. RESPONSIBILITIES: Understand and drive core user metrics: Net Promoter Score, Customer Contact Ratio, Cancellation Ratio, Customer Satisfaction Score, and others. Work cross-functionally to triage, prioritize, and eliminate root causes of poor user experience across organizations (Network, physical product, UI/UX, support/customer success, billing, shipping, marketing, legal, communications, and more), and feedback loops to prevent the problems. Fix, delete, automate, or create new processes for fixing structural and emerging issues. Serve as product manager/project owner for feature launches and software automation projects. BASIC QUALIFICATIONS: Bachelor’s degree in an engineering discipline. 4+ years of professional experience in venture capital, management consulting, or operations/product management at a technology company. PREFERRED SKILLS & EXPERIENCE: Willingness to dive deep into technical topics and data analytics. Demonstrated ability to jump into ill-defined problem spaces and drive positive outcomes. Demonstrated capability to parse technical subjects on a deep level. Experience in data analysis using Python and SQL, R, or similar languages. Self-starter attitude, energy, and the ability to communicate effectively across business and technical disciplines. Excellent verbal and written communication skills. Ability to apply first principles to business problems. Knowledge of software development life-cycle and release process. ADDITIONAL REQUIREMENTS: Must be available to work extended hours and weekends as needed. This is not a remote position and will require relocation if not already local to the office location. Willingness to travel to customer sites, other SpaceX locations, and events as needed. 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 SpaceX’s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to EEOCompliance@spacex.com .