Manager, Workforce Planning; Starlink

Overview

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.

MANAGER, WORKFORCE PLANNING (STARLINK)

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 Bastrop, TX - remote work not considered.

• 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.

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.

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