Sr. Business Analyst, Workforce Planning (Starlink)

SpaceX•Redmond, WA

3h•$110,000 - $145,000•Onsite

About The Position

In our quest to provide high-speed broadband internet to the world, Starlink is seeking a dynamic Sr. Analyst of Workforce Management to join our Starlink Customer Support team. In this role, you will manage key components of forecasting, staffing models, and scheduling for our customer support teams (internal and external third parties). Additionally, you’ll play a critical role in using data to drive decision-making, designing dashboards, and applying statistical analysis to provide actionable insights into support demand, our team’s performance, customer demand, and operational efficiency.

Requirements

Bachelor's degree in business, supply chain management, information systems, computer science, engineering, or economics
3+ years of experience in workforce planning within a technical customer support and/or customer success organization
Deep experience with SQL and creating/managing dashboards using data visualization tools (e.g. Tableau, Power BI, Looker)
Expert proficiency in Microsoft Excel: Advanced mastery of formulas, pivot tables, VBA/macros for automation, data visualization, and statistical modeling (e.g., Erlang C forecasting, shrinkage analysis) to drive accurate workforce planning and reporting
Exceptional data analysis skills

Nice To Haves

Strong project management and self-directed prioritization skills
Experience forecasting and capacity planning for a globally distributed team (with both FTE and BPO headcount)
Ability to develop and maintain strong relationships across disciplines and with multiple levels of management
Exceptional ability to communicate technical concepts to non-technical audiences at all organizational levels
Experience managing a third-party (BPO) vendor that provides customer support services
Strong programming/software fundamentals, including SQL and Python
Experience routinely presenting to and steering executive-level audiences and strategic direction

Responsibilities

Develop staffing models that translate highly variable demand inputs into flexible and efficient staffing plans
Partner with the Customer Success engineering team to develop workforce planning tools and applications for our in-house customer support software
Develop forecast, staffing models, and queuing strategies that help us meet our ambitious customer support service levels goal
Partner with cross-functional engineering and growth teams to forecast short and long term customer demand for support
Oversee the creation and management of dashboards that track key performance indicators (KPIs), including productivity, response times, queue levels, and staffing levels
Provide actionable insights and recommendations for operational efficiency improvements based on data trends and deep knowledge of frontline support operations
Collaborate with internal recruiting and BPOs to align staffing and performance strategy for a global support operation
Foster a culture of data-driven excellence within the customer support organization

Benefits

long-term incentives, in the form of company stock, stock options, or long-term cash awards
potential discretionary bonuses
ability to purchase additional stock at a discount through an Employee Stock Purchase Plan
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
various other discounts and perks
3 weeks of paid vacation
10 or more paid holidays per year
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