Director of Astronaut Hospitality and Events

Blue Origin • Seattle, WA

46d

About The Position

At Blue Origin, we envision millions of people living and working in space for the benefit of Earth. We're working to develop reusable, safe, and low-cost space vehicles and systems within a culture of safety, collaboration, and inclusion. Join our team of problem solvers as we add new chapters to the history of spaceflight! This role is part of Blue Origin corporate functions, providing centralized support across Blue Origin business unit teams, functions, and locations. We are a versatile team of collaborators, doers, and problem-solvers who are relentlessly committed to a culture of safety. This position will directly impact the history of space exploration and will require your commitment and detailed attention towards safe and repeatable space flight. Join us in lowering the cost of access to space and enabling Blue Origin's vision of millions of people living and working in space to benefit Earth. As the Director, Customer Experience, you will lead the definition and execution of Blue Origin's astronaut and customer journey across our entire portfolio of spaceflight systems. This senior leadership role is pivotal in shaping our brand and ensuring an unparalleled, world-class experience for every individual who flies with us. You will build and lead a high-performing team dedicated to extending the legacy of space explorers while pioneering the future of commercial space travel. We are looking for a strategic leader to apply their deep expertise in luxury hospitality or premium brand experience, proven leadership skills, and an unwavering commitment to quality and safety. Passion for our mission and vision is required.

Requirements

• Bachelor's degree in Hospitality, Business, Marketing, or a related field.
• 10+ years of progressive experience in customer experience, luxury hospitality, VIP client relations, or a related field, and at least 5 years in a leadership or management role.
• Demonstrated success in developing and executing strategic, high-touch customer experience programs for a premium or luxury brand.
• Proven ability to lead, mentor, and build high-performing teams in a dynamic, fast-paced environment.
• Exceptional executive communication, presentation, and interpersonal skills, with a high degree of emotional intelligence.
• Strong business acumen with experience in budget management, strategic planning, and data-driven decision-making.
• Ability to think strategically while simultaneously overseeing tactical execution and maintaining meticulous attention to detail.
• A proven track record of managing complex projects and collaborating effectively across multiple departments and with senior leadership.
• Utmost discretion and an ability to maintain strict confidentiality.
• Ability to travel 25-50%.

Nice To Haves

• Experience in the aviation, aerospace, or exclusive adventure travel industries.
• Experience scaling a customer experience function during a period of rapid growth.

Responsibilities

• Develop and own the end-to-end customer experience strategy for all Blue Origin customers, including New Shepard astronauts, New Glenn customers, and suborbital payload clients.
• Lead, mentor, and grow a team of customer experience professionals, fostering a culture of excellence, empathy, and continuous improvement.
• Define the vision, planning, and execution of all customer-facing programs and events, including astronaut training, launch-day hospitality, guest accommodations, and post-flight engagement.
• Serve as the primary customer experience stakeholder across the company to ensure a seamless and integrated customer journey.
• Establish and manage the budget for the Customer Experience department, ensuring fiscal responsibility while delivering a premium experience.
• Champion the voice of the customer within Blue Origin, leveraging customer data, feedback, and industry best practices to drive strategic initiatives and service enhancements.
• Develop scalable systems, policies, and procedures to ensure a consistently exceptional and safe experience as our customer base grows.
• Act as the highest point of escalation for customer issues, providing swift and effective resolution while empowering your team to handle day-to-day challenges.
• Drive the data and analytics strategy for customer experience, establishing key performance indicators (KPIs) and reporting mechanisms to measure success and inform decision-making.

Benefits

• Benefits include: Medical, dental, vision, basic and supplemental life insurance, paid parental leave, short and long-term disability, 401(k) with a company match of up to 5%, and an Education Support Program.
• Paid Time Off: Up to four (4) weeks per year based on weekly scheduled hours, and up to 14 company-paid holidays.
• Dependent on role type and job level, employees may be eligible for benefits and bonuses based on the company's intent to reward individual contributions and enable them to share in the company's results, or other factors at the company's sole discretion. Bonus amounts and eligibility are not guaranteed and subject to change and cancellation. Please check with your recruiter for more details.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Transportation Equipment Manufacturing
• Number of Employees: 5,001-10,000 employees