Sr. Manager, Customer Success (Starlink)

SpaceX is a company dedicated to developing technologies for human exploration of Mars. They are seeking a Senior Manager of Customer Success for Starlink to lead a team focused on optimizing the post-purchase experience for customers, ensuring quality and efficiency in operations.

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