SPACE EXPLORATION TECHNOLOGIES CORP
Process Specialist (Starlink Customer Operations)
SPACE EXPLORATION TECHNOLOGIES CORP, Hawthorne, California, United States, 90250
Process Specialist (Starlink Customer Operations)
Hawthorne, CA 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. Overview
Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As a Process Specialist within the Starlink program, you will identify opportunities for improvement, collaborate with cross-functional teams and operations groups, and help bring improvements to completion. We seek problem solvers who are passionate about creating simple, high-quality customer experiences and improving processes. Ideal team members are autonomous, adaptable, and capable of sustaining change while bringing clarity and smart decision‑making to leadership teams. Responsibilities
Apply “the Algorithm” to streamline deletes process steps and simplify procedures. Improve workflows across teams and with customers. Coordinate and lead Customer Connections sessions, 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 quickly and that root causes are identified and addressed. Triage active issues, engaging relevant stakeholders to mitigate immediate impact and track toward a systemic fix. Design, implement, and measure A/B tests to inform consumer-facing operational or system changes to implement at scale. Create strategies and solutions for internal customers and communicate 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 schedules, identify critical paths/dependencies, and track progress toward customer operation goals. Identify and lead implementation of system enhancements and automations to improve internal interfaces; identify gaps and design simple, effective fixes. Routinely broadcast status, milestones, and roadmaps of projects to stakeholders. Lead multiple concurrent projects, communicating status and risks to senior leadership. Basic Qualifications
Bachelor's degree OR 4+ years of professional experience in customer operations, supply chain, production, or manufacturing experience in lieu of a degree. 2+ years of process improvement experience within a supply chain, production, customer operations, or manufacturing environment. Preferred Skills and Experience
Significant experience with tools and systems used to manage Starlink consumer customers. Significant technical knowledge of Starlink in at least one key area (examples: satellites, ground network, business operations, user terminals, etc.). Ability to synthesize multiple requirements and suggest smart solutions, products, or features. Excellent written and verbal communication skills, including experience communicating with external and internal stakeholders. Experience running A/B tests. Data analysis skills in Excel, VBA, and/or SQL. Experience using Six Sigma or other lean manufacturing concepts. Workflow/process mapping experience, including using MS Visio. Experience managing complex projects and assessing schedule dependencies, risks, and conflicts. Excellent troubleshooting and problem-solving skills. Additional Requirements
Must be available to work extended hours and/or weekends as needed to support critical milestones or operations shifts. Some travel to SpaceX sites may be required. Compensation and Benefits
Pay range: Level I: $75,000.00 - $95,000.00 per year Level II: $90,000.00 - $115,000.00 per year Your actual level and base salary will be determined on a case-by-case basis and may vary based on job-related knowledge, education, and experience. Base salary is one part of SpaceX’s total rewards package, which may include long-term incentives, stock options or stock purchases, discretionary bonuses, and other benefits. You will also have access to comprehensive medical, vision, and dental coverage, a 401(k) plan, disability and life insurance, paid parental leave, paid vacation, holidays, and paid sick leave as determined by company policy. Equal Opportunity
SpaceX is an Equal Opportunity Employer. Employment is governed on the basis of merit, competence, and qualifications and will not be influenced by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, or any other legally protected status. Applicants requiring reasonable accommodation during the application or interview process should contact EEOCompliance@spacex.com.
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Hawthorne, CA 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. Overview
Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As a Process Specialist within the Starlink program, you will identify opportunities for improvement, collaborate with cross-functional teams and operations groups, and help bring improvements to completion. We seek problem solvers who are passionate about creating simple, high-quality customer experiences and improving processes. Ideal team members are autonomous, adaptable, and capable of sustaining change while bringing clarity and smart decision‑making to leadership teams. Responsibilities
Apply “the Algorithm” to streamline deletes process steps and simplify procedures. Improve workflows across teams and with customers. Coordinate and lead Customer Connections sessions, 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 quickly and that root causes are identified and addressed. Triage active issues, engaging relevant stakeholders to mitigate immediate impact and track toward a systemic fix. Design, implement, and measure A/B tests to inform consumer-facing operational or system changes to implement at scale. Create strategies and solutions for internal customers and communicate 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 schedules, identify critical paths/dependencies, and track progress toward customer operation goals. Identify and lead implementation of system enhancements and automations to improve internal interfaces; identify gaps and design simple, effective fixes. Routinely broadcast status, milestones, and roadmaps of projects to stakeholders. Lead multiple concurrent projects, communicating status and risks to senior leadership. Basic Qualifications
Bachelor's degree OR 4+ years of professional experience in customer operations, supply chain, production, or manufacturing experience in lieu of a degree. 2+ years of process improvement experience within a supply chain, production, customer operations, or manufacturing environment. Preferred Skills and Experience
Significant experience with tools and systems used to manage Starlink consumer customers. Significant technical knowledge of Starlink in at least one key area (examples: satellites, ground network, business operations, user terminals, etc.). Ability to synthesize multiple requirements and suggest smart solutions, products, or features. Excellent written and verbal communication skills, including experience communicating with external and internal stakeholders. Experience running A/B tests. Data analysis skills in Excel, VBA, and/or SQL. Experience using Six Sigma or other lean manufacturing concepts. Workflow/process mapping experience, including using MS Visio. Experience managing complex projects and assessing schedule dependencies, risks, and conflicts. Excellent troubleshooting and problem-solving skills. Additional Requirements
Must be available to work extended hours and/or weekends as needed to support critical milestones or operations shifts. Some travel to SpaceX sites may be required. Compensation and Benefits
Pay range: Level I: $75,000.00 - $95,000.00 per year Level II: $90,000.00 - $115,000.00 per year Your actual level and base salary will be determined on a case-by-case basis and may vary based on job-related knowledge, education, and experience. Base salary is one part of SpaceX’s total rewards package, which may include long-term incentives, stock options or stock purchases, discretionary bonuses, and other benefits. You will also have access to comprehensive medical, vision, and dental coverage, a 401(k) plan, disability and life insurance, paid parental leave, paid vacation, holidays, and paid sick leave as determined by company policy. Equal Opportunity
SpaceX is an Equal Opportunity Employer. Employment is governed on the basis of merit, competence, and qualifications and will not be influenced by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, or any other legally protected status. Applicants requiring reasonable accommodation during the application or interview process should contact EEOCompliance@spacex.com.
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