Sr. Technical Operations Engineer, Customer Success (Starlink)

About the role

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

Additional Requirements

• Must be willing to work extended hours and weekends as needed
• Must be willing to commit to onsite work

Pay range

Sr. Technical Operations Engineer: $130,000.00 - $180,000.00/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.

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.