Lead, Starlink Customer Support Quality Assurance

LEAD, STARLINK CUSTOMER SUPPORT QUALITY ASSURANCE

Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As a leader on the Starlink Customer Support Associate Enablement Team, you are responsible for owning the quality of customer support experiences.  You will regularly improve the support experience for Starlink customers through efficient business process implementations and ensuring change requests are accurately prioritized and worked.  You will also maintain consistency of established processes, and create operations that enable customer support associates to provide world class support. You are responsible for developing team members by managing our process planning and quality teams.

RESPONSIBILITIES:

• Lead the Starlink Support process planner and quality specialist roles by providing guidance based on team goals and giving regular positive/constructive feedback.
• Assess employee performance, addressing repeat issues with corrective actions, performance improvement plans, or through disciplinary means.
• Develop strategies to elevate the customer experience, enabling support associates to provide high quality, world class support.
• Create and maintain processes that enable outstanding customer support metrics
• Maintain and own the accuracy and usability of the customer support team’s internal knowledge base
• Surface operational opportunities and risks; create mitigation plans that can be carried out by the team
• Ensure operational and process effectiveness across several support locations including both direct and contracted support associates globally
• Utilize quantitative and qualitative methods to understand root cause of poor support experiences, driving to improve resources and tooling available to support associates. 
• Partner and interface with internal and external customers as necessary to understand business needs
• Lead by setting an example, taking feedback from all levels of the organization, and motivating your organization to achieve the highest level of results
• Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards
• Monitor and approve employee time keeping records

BASIC QUALIFICATIONS:

• Bachelor’s degree OR 4+ years’ experience leading a quality function in customer operations, production/manufacturing, supply chain, engineering, or consulting environment
• 2+ years experience as a people leader of a quality function in customer operations, production/manufacturing, supply chain, engineering, or consulting environment
• Experience creating/managing dashboards using data visualization tools (e.g. Tableau, Power BI, Looker)

PREFERRED QUALIFICATIONS:

• Experience with SQL or Business Intelligence tools (e.g. Tableau, Power BI, Grafana, Metabase)
• Bachelor’s degree in supply chain, business, science, engineering, or similar technical discipline
• Experience leading large projects with many stakeholders
• Completion of a leadership or rotational development program
• Excellent ability to prioritize and manage multiple ongoing projects
• Lean/6-Sigma experience (Green/Black Belt certifications)
• Excellent written and verbal communication skills, in particular with cross functional teams
• Strong data analysis skills
• Written/verbal business fluency in Spanish, French, German, Greek, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay.

ADDITIONAL REQUIREMENTS:

• This is not a remote or hybrid position and will require relocation if not already local to the Hawthorne, CA, Bastrop, TX or Redmond, WA area.
• This position requires up to 50% of travel time.
• Position requires ability to work extended hours and weekends when needed

COMPENSATION AND BENEFITS:

Pay Range:

Lead, Starlink Customer Support Quality Assurance/Lead: $110,000.00 - $145,000.00/per year

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.

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 & long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation & will be eligible for 10 or more paid holidays per year. Exempt employees are eligible for 5 days of sick leave per year.