Manager, Workforce Planning; Starlink

Overview

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 forecasting, staffing models, and scheduling for our customer support teams (internal and external third parties) and ensuring we meet service level agreements (SLAs). You’ll use data to drive decision-making, design dashboards, and apply statistical analysis to provide actionable insights into support demand, team 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 Bastrop, TX - remote work not considered.

Space

X is an Equal Opportunity Employer; employment with Space

X 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.