Sr. Technical Operations Engineer, Customer Success (Starlink)

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Описание

SpaceX 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 SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars. SR. TECHNICAL OPERATIONS ENGINEER, CUSTOMER SUCCESS (STARLINK) One of the most ambitious missions that SpaceX has undertaken to date, the Starlink satellite constellation, is committed to providing reliable, high-speed internet access to the entire world. SpaceX is looking for an ambitious, driven operator who can help define our customer experience and product strategy and drive that vision to reality. This person will have an opportunity to leverage strong business acumen, technical competence, and excellent execution and delivery skills to define the next generation of broadband access across the globe. RESPONSIBILITIES: Understand and drive core user metrics: Net Promoter Score, Customer Contact Ratio, Cancellation Ratio, Customer Satisfaction Score, and others. Work cross-functionally to triage, prioritize, and eliminate root causes of poor user experience across organizations (Network, physical product, UI/UX, support/customer success, billing, shipping, marketing, legal, communications, and more), and feedback loops to prevent the problems. Fix, delete, automate, or create new processes for fixing structural and emerging issues. Serve as product manager/project owner for feature launches and software automation projects. BASIC QUALIFICATIONS: Bachelor’s degree in an engineering discipline. 4+ year

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