Process Specialist (Starlink Customer Operations)

Process Specialist (Starlink Customer Operations)

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.

Process Specialist (Starlink Customer Operations)

Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As a Process Specialist within the Starlink program, your role would identify opportunities for improvement, work closely with the related cross-functional and operational groups, and assist with bringing the resulting projects to completion. We are looking for problem solvers with a passion for creating simple, high-quality customer experiences, as well as improving processes. Ideal team members are highly autonomous individuals that excel in flexible environments; are steadfast in their efforts to sustain change; and bring clarity and smart decision-making to our leadership teams that drive the organization.

Responsibilities :

• Apply "the Algorithm" to streamline deletes process steps, and simplifies procedures. Improves workflows across teams and with customers
• Coordinate and lead Customer Connections sessions ensuring that we are documenting participant observations and holding stakeholders accountable to fixing problems impacting customers
• Serve as the first point of contact for executive escalations ensuring that customer problems are resolved with speed and that we are identifying and eliminating the root cause of the escalation
• Triage active issues ensuring all relevant stakeholders are actively engaged to mitigate immediate impact of incident and we are tracking toward a systemic fix to the issue.
• Design, implement, and measure A / B tests to action on the consumer base, resulting in conclusions on formal operational or system changes to implement at scale
• Create strategies and solutions for internal customers, and communicates effectively with all parties involved in each exchange
• Partner with software development, sales, finance, fulfillment, and enterprise account management to define and simplify cross-team handoffs
• Create and manage tools to communicate schedule, identify critical path / dependencies, and track progress to customer operation goals
• Identify and lead implementation of system enhancements and automations to improve the internal system interfaces; identifies gaps, and designs simple, and effective fixes
• Routinely broadcasts status, milestones, and roadmap of projects to stakeholders
• Lead multiple concurrent projects, communicating status, and risks to senior leadership

Basic Qualifications :

Preferred Skills and Experience :

Additional Requirements :

ITAR Requirements :

SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin / ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.