Sr. Manager, Enterprise Customer Success (Starlink)

Sr. Manager, Enterprise Customer Success (Starlink)

Bastrop, TX

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 ofenabling human life on Mars.

SR MANAGER, ENTERPRISE CUSTOMER SUCCESS (STARLINK)

Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As a member of the Starlink customer support team, you will lead the team that interfaces directly with Starlink customers, ensuring they have an exceptional overall experience.

This role is a key leadership position within the Starlink Customer Success organization, with responsibility for Enterprise Customer Success. This role is responsible for creating and leading a world-class concierge support program for our Enterprise clients. This role emphasizes rapid issue resolution, continuous improvement, and strategic planning. This role leads the day-to-day Enterprise customer support operations while strategically looking around corners for future customer needs. The role focuses heavily on collaborating internally, building the Enterprise Customer Success program, and leading the support operations.

This role is located out of one of the three offices in Hawthorne, CA, Redmond, WA or Bastrop, TX and is responsible for the global Enterprise Customer Success team.

RESPONSIBILITIES :

• Understand the needs of the Enterprise business and develop strategy, business metrics, and goals to guide the organization in the direction required.
• Innovate and pave the way for future growth, adapting the business to the ever-changing needs of the organization.
• Lead cost saving opportunities, identifying internal / external cost reductions and optimization opportunities.
• Leadership
• Lead a multi-level organization, consisting of both hourly and salary individuals : assess employee performance, provide positive / constructive feedback, facilitate conflict resolution, and address repeat issues with corrective actions, performance improvement plans, or through disciplinary means.
• Lead by setting an example, taking feedback from all levels of the organization.
• Foster an environment where change is embraced and ideas are respected, supported, vetted, and ultimately implemented (if deemed appropriate).
• Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards.
• Motivate the organization to achieve the highest level of results.
• Monitor and improve operations, ensuring a safe work environment.
• Enterprise Customer Support
• Manage operations that provide industry leading levels of enterprise support.
• Be a subject matter expert in Enterprise customer support and build mechanisms and tools to create operational excellence for our customers.
• Recognize the needs of the business and adapt to support the mission.
• Develop and implement a high-touch, personalized support program for enterprise customers.
• Operational Excellence
• Drive root cause analysis activities for enterprise products and services.
• Be the voice of the customer and drive continuous improvement initiatives to support their voice.
• Define key metrics to measure aviation customer satisfaction, loyalty, and advocacy.
• Regularly report on progress to senior management and stakeholders, highlighting enterprise successes, challenges, and opportunities for improvement.
• Process Improvement
• Drive enterprise projects and changes that are needed to ensure the customer support organization can meet the goals of the Starlink enterprise customers.
• Continuously monitor enterprise industry trends and best practices to enhance customer experience.
• Work with internal leaders and teams such as engineering, reliability, production, finance, design, operations, billing, shipping, communications, account managers, sales, etc. to design and execute concierge programs for our enterprise customers.
• Partner and influence internal tooling development teams to identify capabilities that increase support associate performance and productivity.
• Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards.
• Work to develop methods to motivate team members to go above and beyond the status quo.

BASIC QUALIFICATIONS :

PREFERRED SKILLS AND EXPERIENCE :

ADDITIONAL 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.

Applicants wishing to view a copy of SpaceX's Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application / interview process should reach out toEEOCompliance@spacex.com

Create a Job Alert

Interested in building your career at SpaceX? Get future opportunities sent straight to your email.

Apply for this job

indicates a required field

First Name

Last Name

Preferred First Name

Email

Phone

Location (City)

Resume / CV

Enter manually

Accepted file types : pdf, doc, docx, txt, rtf

Education

School

Degree

Select...

LinkedIn Profile

Accepted file types : pdf, doc, docx, txt, rtf

How did you hear about this job?

If event or other, please specify below.

Please specify

GPA (Undergraduate)

Please convert your GPA to a 4.0 scale. Select "Not applicable / Do not recall" if you do not have or do not remember your undergraduate GPA.

GPA (Graduate)

Please convert your GPA to a 4.0 scale. Select "Not applicable / Do not recall" if you do not have or do not remember your graduate GPA.

GPA (Doctorate)

Please convert your GPA to a 4.0 scale. Select "Not applicable / Do not recall" if you do not have or do not remember your doctorate GPA.

SAT Score

ACT Score

GRE Score

Active Security Clearance(s)

SpaceX Employment History

Can you perform all of the essential functions of this role with or without reasonable accommodations?

Are you legally authorized to work in the United States?

Select...

To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State. Learn more about ITAR

here

If (f) Other, please explain :

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in SpaceX's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows :

A "disabled veteran" is one of the following : a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04 / 30 / 2026

Voluntary Self-Identification of Disability

Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04 / 30 / 2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov / ofccp .

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your "major life activities." If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to :

Disability Status Select...

PUBLIC BURDEN STATEMENT : According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

J-18808-Ljbffr