SpaceX is seeking a Senior Business Analyst to join the Starlink Customer Support team. In our mission to provide global high-speed broadband internet, you will be instrumental in managing forecasting, staffing models, and scheduling for our global support operations. You will use data-driven insights to enhance performance and efficiency.
What You'll Do
- 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
- Develop forecast, staffing models, and queuing strategies to help us meet our ambitious customer support service level 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
What We're Looking For
- Bachelor's degree in business, supply chain management, information systems, computer science, engineering, or economics
- 3+ years of experience in workforce planning within a technical customer support and/or customer success organization
- Deep experience with SQL and creating/managing dashboards using data visualization tools like Tableau, Power BI, or Looker
- Expert proficiency in Microsoft Excel, including advanced formulas, pivot tables, VBA/macros for automation, and statistical modeling
- Exceptional data analysis skills
Nice to Have
- 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
Technical Stack
- SQL
- Microsoft Excel
- Tableau, Power BI, Looker
- Python
SpaceX is an equal opportunity employer.
