Technical Operations Engineer, Customer Success (Starlink)

SpaceX • Redmond, WA

4d • Onsite

About The Position

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.

Requirements

• Bachelor’s degree in an engineering discipline.
• 2+ years of professional experience in venture capital, management consulting, or operations/product management at a technology company.
• Must be available to work extended hours and weekends as needed.
• Willingness to travel to customer sites, other SpaceX locations, and events as needed.

Nice To Haves

• 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.

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.

Benefits

• company stock
• stock options
• long-term cash awards
• discretionary bonuses
• Employee Stock Purchase Plan
• medical coverage
• vision coverage
• dental coverage
• 401(k) retirement plan
• short-term disability insurance
• 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
• Company shuttles

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level