Sr. Technical Operations Engineer, Customer Success (Starlink)

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.

BASIC QUALIFICATIONS

• Bachelor’s degree in an engineering discipline.
• 4+ years of professional experience in venture capital, management consulting, or operations/product management at a technology company.

PREFERRED SKILLS & EXPERIENCE

• 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.

ADDITIONAL REQUIREMENTS

• Must be available to work extended hours and weekends as needed.
• Willingness to travel to customer sites, other SpaceX locations, and events as needed.