Sr. Manager, Customer Success (Starlink)

TL;DR

Sr. Manager, Customer Success (Starlink): Responsible for the post-purchase experience of Starlink customers, leading a team of process engineers focused on key customer journey vectors like billing, shipping, and troubleshooting. Focus on optimizing operations, strategic planning, resource alignment, and advocating for customer experience across the company.

Location: Must be a U.S. citizen or a lawful permanent resident. Willingness to travel to customer sites, other hirify.global locations, and events as needed.

Company

hirify.global is actively developing the technologies to make human life on Mars possible.

What you will do

• Manage a team of operations engineers to identify and eliminate defects in the customer experience and manage their development and career progression.
• Analyze complex problems involving multiple stakeholders, driving toward optimal solutions that benefit customers, reduce costs, and eliminate the need to contact customer support.
• Leverage operational data and customer anecdotes to identify trends and opportunities in the customer experience to steer engineering roadmaps and executive decisions.
• Collaborate with cross-functional Starlink teams to develop and execute short to midrange plans for enhancing the customer experience.
• Develop, track, and analyze key performance indicators to measure the health of each portion of the customer journey.
• Work alongside Automation and Software Engineers to develop technical and process-based solutions for improving the customer experience.

Requirements

• Bachelor’s degree in mathematics, data science, physics, or an engineering discipline.
• 4+ years of experience in one or more of the following: Product Management, Technical Program Management, Software/Automation Engineering, Process Engineering.
• 2+ years of experience in a leadership role with direct reports.
• 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.
• Must be available to work extended hours and weekends as needed.

Nice to have

• Master’s degree in business, engineering, or science discipline.
• Experience working in a Customer Service and/or Success organization in a B2B and B2C environment.
• Experience in data analysis using Python and SQL, R.
• Project management certification or Agile/Lean Expertise.

Culture & Benefits

• hirify.global is an Equal Opportunity Employer; employment with hirify.global is governed on the basis of merit, competence and qualifications.
• 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.