Sr. Manager, Customer Success (Starlink)

TL;DR

Sr. Manager, Customer Success (Starlink): Leading a team to optimize the post-purchase experience for Starlink customers and eliminate defects in the customer journey with an accent on strategic planning, process engineering, and cross-functional collaboration. Focus on leveraging operational data, steering engineering roadmaps, and developing technical and process-based solutions for customer experience improvement.

Location: This is an onsite role at the hirify.global Redmond office in Washington. Company shuttles are available from select Seattle locations. 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.

Salary: $175,000.00 – $230,000.00/per year

Company

hirify.global was founded on the belief that humanity should explore the stars, actively developing technologies to enable human life on Mars.

What you will do

• Manage and develop a team of operations engineers focused on identifying and eliminating customer experience defects.
• Analyze complex problems involving multiple stakeholders to drive optimal solutions that benefit customers and reduce support needs.
• Leverage operational data and customer feedback to identify trends and steer engineering roadmaps and executive decisions.
• Collaborate with cross-functional Starlink teams to develop and execute plans for enhancing the customer experience.
• Fix, delete, automate, or create new processes for addressing structural and emerging issues.
• Develop, track, and analyze key performance indicators to measure the health of the customer journey.

Requirements

• Bachelor’s degree in mathematics, data science, physics, or an engineering discipline.
• 4+ years of experience in Product Management, Technical Program Management, Software/Automation Engineering, or Process Engineering.
• 2+ years of experience in a leadership role with direct reports.
• Must be a U.S. citizen, lawful permanent resident (green card holder), Refugee, or Asylee per ITAR requirements.
• 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 B2B and B2C environments.
• Experience in data analysis using Python, SQL, R.
• Project management certification or Agile/Lean expertise.

Culture & Benefits

• Comprehensive medical, vision, and dental coverage.
• Access to a 401(k) retirement plan and Employee Stock Purchase Plan.
• Paid parental leave, 3 weeks of paid vacation, and 10 or more paid holidays per year.
• Eligibility for long-term incentives in the form of company stock, stock options, or long-term cash awards.
• Company shuttles provided for travel from select Seattle locations to the Redmond office.