Starlink Communications Manager (Customer Knowledge)

SpaceX•Hawthorne, CA

23h

About The Position

SpaceX is hiring a Communications Manager for Starlink Consumer Communications to own published customer-facing information, including the Help Center, specifications, quick-start guides, Shop copy, and content updates associated with product and service launches. The role is accountable for making the Help Center accurate, easy to find, and useful. It sets the content roadmap, modernizes publishing workflows, and uses analytics to help customer content support setup, accessory purchases, professional and self-installation, and orders, in addition to answering questions. The manager reviews and approves routine drafts and updates prepared with Grok, and ensures published information matches current hardware, plans, and installation details at launch. The role works with Consumer Insights, Customer Experience, Localization, and the search team to improve content based on customer feedback and performance data, and to keep public pages aligned with support guidance and findable in search.

Requirements

Bachelor’s degree.
At least 5 years of experience owning customer-facing knowledge content at scale, such as Help Center, support content, or product documentation, with a record of improving accuracy, findability, and use.
Available to work extended hours and/or weekends as needed.
Willingness to travel as needed.

Nice To Haves

Bachelor’s degree in communications, journalism, marketing, technical writing, or a related field.
Demonstrated ability to write and edit clear customer-facing copy.
Experience running a content roadmap, including prioritizing, launching, merging, and retiring pages.
Comfort with content analytics such as visits, engagement, conversion, and drop-off, and using data to decide what to publish.
Experience adding product, accessory, or installation links to help content and measuring resulting orders or completions.
Experience partnering with localization, support, legal, product, and operations.
Subscription, consumer-hardware, or telecommunications experience.
Familiarity with publishing workflows such as CMS, Jira, or Confluence, and with speeding up routine updates.

Responsibilities

Own the Help Center roadmap, including deciding what content to create, improve, merge, or retire.
Modernize Help Center publishing workflows, using Grok for routine drafts and updates and approving content before publication.
Review the Help Center, specifications, quick-start guides, and Shop content at every launch to ensure they match live hardware, plans, and installation details.
Own Shop-adjacent copy customers act on, including shipping timelines and similar information.
Add purchase, accessory, and installation links to Help Center content and attribute orders, accessory sales, and installation completions that originate from those pages.
Own Help Center analytics, including visits, time on page, drop-off, and conversion by country, and use the data to determine content improvements.
Use analytics to guide content about photos, video, kit swaps, setup, and plan explanations.
Partner with Consumer Insights on surveys to identify what customers did not understand, which pages failed, and what should be fixed next.
Partner with Customer Experience to ensure public pages and support guidance match.
Partner with Localization and use analytics, tickets, and conversion data to make the case for country-specific pages.
Work with the team responsible for search to make Help Center pages findable and accurate in search.

Benefits

Potential eligibility for long-term incentives in the form of company stock or long-term cash awards.
Potential discretionary bonuses.
Ability to purchase additional stock at a discount through an Employee Stock Purchase Plan.
Comprehensive medical coverage.
Vision coverage.
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.
Accrual of 3 weeks of paid vacation.
Eligibility for 10 or more paid holidays per year.
Paid sick leave pursuant to Company policy.