<div>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.</div> MANAGER, ENTERPRISE CUSTOMER SUCCESS (AVIATION) Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As a member of the Starlink customer support team, you will lead a team that interfaces directly with Starlink enterprise aviation customers, ensuring they have exceptional overall experience. This role is a key leadership position within the Starlink Customer Success organization, with responsibility for Enterprise Aviation Customer Success. This role is responsible for creating and leading a world-class concierge support program for aviation enterprise clients. This role emphasizes rapid issue resolution, continuous improvement, and strategic planning. This role leads the day-to-day aviation customer support operations while strategically looking around corners for future aviation needs. The role focuses heavily on collaborating internally, building the Enterprise Aviation Customer Success program, and leading aviation support operations. RESPONSIBILITIES: <ul> <li>Strategy</li> <ul> <li>Understand the needs of the enterprise aviation business and develop strategy, business metrics, and goals to guide the organization in the direction required.</li> <li>Innovate and pave the way for future growth, adapting the aviation business to the ever-changing needs of the organization.</li> <li>Lead cost saving opportunities, identifying internal/external cost reductions and optimization opportunities.</li> </ul> <li>Leadership</li> <ul> <li>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.</li> <li>Lead by setting an example, taking feedback from all levels of the organization.</li> <li>Foster an environment where change is embraced and ideas are respected, supported, vetted, and ultimately implemented (if deemed appropriate).</li> <li>Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards.</li> <li>Motivate the organization to achieve the highest level of results.</li> <li>Monitor and improve operations, ensuring a safe work environment.</li> </ul> <li>Enterprise Aviation Customer Support</li> <ul> <li>Manage operations that provide industry leading levels of enterprise aviation support.</li> <li>Be a subject matter expert in aviation support and build mechanisms and tools to create operational excellence for our aviation customers.</li> <li>Recognize the needs of the business and adapt to support the mission.</li> <li>Develop and implement a high-touch, personalized support program for enterprise customers.</li> </ul> <li>Operational Excellence</li> <ul> <li>Drive root cause analysis activities for aviation products and services.</li> <li>Be the voice of the aviation customer and drive continuous improvement initiatives to support their voice.</li> <li>Define key metrics to measure aviation customer satisfaction, loyalty, and advocacy.</li> <li>Regularly report on progress to senior management and stakeholders, highlighting aviation successes, challenges, and opportunities for improvement.</li> </ul> <li>Process Improvement</li> <ul> <li>Drive aviation projects and changes needed to ensure the customer support organization can meet and enable the goals of the Starlink enterprise customers.</li> <li>Continuously monitor aviation industry trends and best practices to enhance customer experience.</li> </ul> <li>Collaborate</li> <ul> <li>Work with internal leaders and teams such as aviation engineering, reliability, production, finance, design, operations, billing, shipping, communications, aviation account managers, sales, etc. to design and execute a white glove experience for our aviation customers.</li> <li>Partner with internal tooling development teams to identify capabilities that increase support associate performance and productivity.</li> </ul> <li>Mentorship</li> <ul> <li>Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards.</li> <li>Work to develop methods to motivate team members to go above and beyond the status quo.</li> </ul> </ul> BASIC QUALIFICATIONS: <ul> <li>Bachelor’s degree and 2+ years of professional experience in customer operations, customer support, or customer service; or 4+ years of professional experience in customer operations, customer support or customer success in lieu of a degree.</li> <li>4+ years of professional experience in a supervisory or managerial role focused on customer operations, customer support, or enterprise customer success.</li> </ul> PREFERRED SKILLS AND EXPERIENCE: <ul> <li>5+ years of customer-facing experience along with strong customer interaction skills (executive presence, writing skills, phone skills).</li> <li>2+ years of experience mentoring, managing, and scaling larger customer success teams.</li> <li>Excellent communication and team-building skills.</li> <li>Experience in training, learning and development, analytics, service design, vendor management, or content management role.</li> <li>Ability to work in a fast-paced/cross-functional environment.</li> <li>Organized and self-driven, capable of working independently with little direction.</li> <li>Capable of adapting to abrupt changes in strategy.</li> <li>Lean/6-Sigma experience (Green/Black Belt certifications).</li> <li>Demonstrate innovative and futuristic thinking to drive continuous improvement.</li> <li>Strong attention to detail, project management, and organizational skills.</li> <li>Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.</li> <li>Solid financial literacy - you have fluency with an income statement and balance sheet.</li> <li>Written/verbal business fluency in a second language (in addition to English).</li> <li>Ability to communicate technical details to a non-technical audience. Ability to foster credibility with a technical audience.</li> <li>Ability to set and communicate expectations; skill in mediating and resolving problems within a team environment.</li> <li>Must be highly organized and able to prioritize and process several tasks concurrently.</li> <li>The ability to build lasting relationships based on trust externally and internally to collaborate on customer concerns and resolutions.</li> </ul> ADDITIONAL REQUIREMENTS: <ul> <li>Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines.</li> <li>Travel required, approx. 20-25%.</li> <li>This role is based out in our Woodinville location. Remote work or Hybrid work will not be considered.</li> </ul> COMPENSATION AND BENEFITS: Pay range:        Manager: $130,000.00 - $180,000.00/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 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 paid holidays per year. Employees accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual, carryover, and use requirements of the law. <div>ITAR REQUIREMENTS: <ul> <li>To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR <a href="https://www.pmddtc.state.gov/?id=ddtc_kb_article_page&amp;sys_id=24d528fddbfc930044f9ff621f961987">here</a>.  </li> </ul> 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 to <a href="mailto:EEOCompliance@spacex.com">EEOCompliance@spacex.com</a>. </div>