Manager, Workforce Planning; Starlink

Space

X 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 Space

X is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.

In our quest to provide high-speed broadband internet to the world, Starlink is seeking a dynamic workforce management manager to join our Starlink Customer Success team. In this role, you will lead a team responsible for managing forecasting, staffing models, and scheduling for our customer support teams (internal and external third parties) and ensuring we meet service level agreements (SLAs). Additionally, you’ll play a critical role in using data to drive decision-making, designing dashboards, and applying statistical analysis to provide actionable insights into support demand, our team’s performance, customer demand, and operational efficiency.

• Lead and develop an agile and innovative team of planners and analysts to manage all aspects of the workforce planning program.
• Develop staffing models that translate highly variable demand inputs into flexible and efficient staffing plans.
• Partner with the Customer Success engineering team to develop workforce planning tools and applications for our in-house customer support software
• Determine and set aggressive goals for customer support service levels, manage project priorities, and ensure they align with overall Starlink program goals.
• Partner with cross-functional engineering and growth teams to forecast short and long term customer demand for support.
• Oversee the creation and management of dashboards that track key performance indicators (KPIs), including productivity, response times, queue levels, and staffing levels.
• Provide actionable insights and recommendations for operational efficiency improvements based on data trends and deep knowledge of frontline support operations.
• Collaborate with internal recruiting and BPOs to align staffing and performance strategy for a global support operation.
• Foster a culture of data-driven excellence within the customer support organization.

• Bachelor's degree in business, supply chain management, information systems, computer science, engineering, or economics; OR 8+ years of professional experience in workforce management or capacity planning
• 5+ years of experience as a workforce planning leader within a technical customer support and/or customer success organization.
• Experience with SQL and creating/managing dashboards using data visualization tools (e.g. Tableau, Power BI, Looker).
• 3+ years of experience in a leadership role with direct reports.

• Strong project management and self-directed prioritization skills.
• Experience forecasting and capacity planning for a globally distributed team (with both FTE and BPO headcount).
• Ability to develop and maintain strong relationships across disciplines and with multiple levels of management.
• Exceptional ability to communicate technical concepts to non-technical audiences at all organizational levels.
• Experience managing a third-party (BPO) vendor that provides customer support services.
• Strong programming/software fundamentals, including SQL and Python.
• Experience routinely presenting to and steering executive-level audiences and strategic direction.

• Must be able to work extended hours and/or weekends as needed.
• Some travel may be required.
• This role will be based onsite in Redmond, WA - remote work not considered.

Pay range:
Manager, Workforce Planning $ – $/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  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…