Operations Engineer, Global Operations (Starlink)

OPERATIONS ENGINEER, GLOBAL OPERATIONS (STARLINK)
Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As an Operations Engineer within the Starlink program, you will analyze, develop, and implement tactical and strategic business processes for the company’s enterprise and government teams to create high impact, efficient, economical solutions. We are looking for problem solvers with a passion for creating a simple, high-quality customer experience. 

You will lead multi-disciplinary initiatives to introduce new products and features to customers around the world. You will create and maintain tight customer feedback loops across engineering and operations groups to drive end-to-end continuous improvement across the Starlink product. You will coordinate testing with key customers, measure success, and apply lessons learned to future iterations. Ideal team members are highly autonomous individuals that excel in flexible environments, are steadfast in their efforts to sustain change, have empathy for unique customer needs, and bring clarity and smart decision-making to our leadership teams that drive the organization.

RESPONSIBILITIES:

• Apply process improvement methodologies and tools (e.g. process mapping, problem solving, visual management, etc.) to improve the customer’s ability to self-service, proactively address issues, increase speed of resolution, and scale complex processes across multiple departments, customer segments, and markets
• Anticipate and identify challenges within the customer experience, determine root cause, and develop appropriate solutions for immediate mitigation as well as long term improvement and prevention
• Develop data analysis and/or tracking tools to analyze customer experience (historical and emerging) across each stage of the customer journey
• Coordinate efforts with cross-departmental partners including but not limited to industrial design, engineering, application software, sales, marketing, and customer service to synchronize efforts and create tight feedback loops
• Partner with all levels of leadership within the organization to develop and review potential projects, steer allocation of improvement resources, and ensure sustainability of implemented solutions
• Manage projects and execute to tight timelines while effectively communicating to and influencing stakeholders
• Partner with design and engineering teams on new product and feature rollouts by participating in design reviews, organizing beta testing programs, and creating educational materials
• Codify knowledge and best practices of customer-facing and internal systems, actively ensuring these documents and practices are updated and maintained

BASIC QUALIFICATIONS:

• Bachelor’s degree in an engineering, mathematics, or STEM
• 3+ years of experience in an operations, manufacturing, and/or consulting environment 

PREFERRED SKILLS AND EXPERIENCE:

• Experience driving cross-functional change within large organizations
• Professional experience in aviation or government sector
• Professional experience managing projects that includes significant front-end software development
• Professional experience in working with SQL, Excel, or similar data analysis software
• 2+ years leading projects that required influencing without authority
• Strong project management skills
• Experience applying structured process improvement methodologies

ADDITIONAL REQUIREMENTS:

• This position may require the travel between our sites and customer sits to support Starlink Business Operations
• Ability to work extended hours, some nights and/or weekends when needed