Lead, Starlink Customer Support Quality Assurance at SpaceXnnHawthorne, CAnnSpaceX 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.nnLEAD, STARLINK CUSTOMER SUPPORT QUALITY ASSURANCEnnStarlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As a leader on the Starlink Customer Support Associate Enablement Team, you are responsible for owning the quality of customer support experiences. You will regularly improve the support experience for Starlink customers through efficient business process implementations and ensuring change requests are accurately prioritized and worked. You will also maintain consistency of established processes, and create operations that enable customer support associates to provide world class support. You are responsible for developing team members by managing our process planning and quality teams.nnRESPONSIBILITIES:nnLead the Starlink Support process planner and quality specialist roles by providing guidance based on team goals and giving regular positive/constructive feedback.nnAssess employee performance, addressing repeat issues with corrective actions, performance improvement plans, or through disciplinary means.nnDevelop strategies to elevate the customer experience, enabling support associates to provide high quality, world class support.nnCreate and maintain processes that enable outstanding customer support metricsnnMaintain and own the accuracy and usability of the customer support team’s internal knowledge basennSurface operational opportunities and risks; create mitigation plans that can be carried out by the teamnnEnsure operational and process effectiveness across several support locations including both direct and contracted support associates globallynnUtilize quantitative and qualitative methods to understand root cause of poor support experiences, driving to improve resources and tooling available to support associates.nnPartner and interface with internal and external customers as necessary to understand business needsnnLead by setting an example, taking feedback from all levels of the organization, and motivating your organization to achieve the highest level of resultsnnActively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standardsnnMonitor and approve employee time keeping recordsnnBASIC QUALIFICATIONS:nnBachelor’s degree OR 4+ years’ experience leading a quality function in customer operations, production/manufacturing, supply chain, engineering, or consulting environmentnn2+ years experience as a people leader of a quality function in customer operations, production/manufacturing, supply chain, engineering, or consulting environmentnnExperience creating/managing dashboards using data visualization tools (e.g. Tableau, Power BI, Looker)nnPREFERRED QUALIFICATIONS:nnExperience with SQL or Business Intelligence tools (e.g. Tableau, Power BI, Grafana, Metabase)nnBachelor’s degree in supply chain, business, science, engineering, or similar technical disciplinennExperience leading large projects with many stakeholdersnnCompletion of a leadership or rotational development programnnExcellent ability to prioritize and manage multiple ongoing projectsnnLean/6-Sigma experience (Green/Black Belt certifications)nnExcellent written and verbal communication skills, in particular with cross functional teamsnnStrong data analysis skillsnnWritten/verbal business fluency in Spanish, French, German, Greek, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay.nnADDITIONAL REQUIREMENTS:nnThis is not a remote or hybrid position and will require relocation if not already local to the Hawthorne, CA, Bastrop, TX or Redmond, WA area.nnThis position requires up to 50% of travel time.nnPosition requires ability to work extended hours and weekends when needednnCOMPENSATION AND BENEFITS:nnPay Range:nnLead, Starlink Customer Support Quality Assurance/Lead: $110,000.00 - $145,000.00/per yearnnYour 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.nnBase salary is just one part of your total rewards package at SpaceX. You 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 Employee Stock Purchase Plan. You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation & will be eligible for 10 or more paid holidays per year. Exempt employees are eligible for 5 days of sick leave per year.nnITAR REQUIREMENTS:nnTo 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 here ( .nnSpaceX is an Equal Opportunity Employer; employment with SpaceX 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.nnApplicants wishing to view a copy of SpaceX’s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should notify the Human Resources Department at (310) 363-6000.