Sr. Technical Operations Engineer, Customer Success (Starlink)

<div class="content-intro"><p>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.</p></div><p><strong>SR. TECHNICAL OPERATIONS ENGINEER, CUSTOMER SUCCESS (STARLINK)</strong></p> <p>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.</p> <p><strong>RESPONSIBILITIES:</strong></p> <ul> <li>Understand and drive core user metrics: Net Promoter Score, Customer Contact Ratio, Cancellation Ratio, Customer Satisfaction Score, and others</li> <li>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</li> <li>Fix, delete, automate, or create new processes for fixing structural and emerging issues</li> <li>Serve as product manager/project owner for feature launches and software automation projects</li> </ul> <p><strong>BASIC QUALIFICATIONS:</strong></p> <ul> <li>Bachelor’s degree in an engineering discipline</li> <li>4+ years of professional experience in venture capital, management consulting, or operations/product management at a technology company</li> </ul> <p><strong>PREFERRED SKILLS EXPERIENCE:</strong></p> <ul> <li>Willingness to dive deep into technical topics and data analytics</li> <li>Demonstrated ability to jump into ill-defined problem spaces and drive positive outcomes</li> <li>Demonstrated capability to parse technical subjects on a deep level</li> <li>Experience in data analysis using Python and SQL, R, or similar languages</li> <li>Self-starter attitude, energy, and the ability to communicate effectively across business and technical disciplines</li> <li>Excellent verbal and written communication skills</li> <li>Ability to apply first principles to business problems</li> <li>Knowledge of software development life-cycle and release process</li> </ul> <p><strong>ADDITIONAL REQUIREMENTS:</strong></p> <ul> <li>Must be available to work extended hours and weekends as needed</li> <li>Willingness to travel to customer sites, other SpaceX locations, and events as needed</li> </ul> <p><strong>ADDITIONAL REQUIREMENTS:</strong></p> <ul> <li>Must be willing to work extended hours and weekends as needed</li> </ul> <p><strong>COMPENSATION AND BENEFITS: </strong></p> <p>Pay range: <br>Sr. Technical Operations Engineer: $125,000.00 - $175,000.00/per year</p> <p>Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.<br><br>Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive 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, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more ... (truncated, view full listing at source)