SpaceX is hiring a Sr. Business Analyst for Workforce Planning within the Starlink Customer Support organization. You will manage key components of forecasting, staffing models, and scheduling, using data to drive decision-making and provide actionable insights into support demand, team performance, and operational 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 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, 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 (e.g. Tableau, Power BI, Looker)
- Expert proficiency in Microsoft Excel: Advanced mastery of formulas, pivot tables, VBA/macros for automation, data visualization, and statistical modeling (e.g., Erlang C forecasting, shrinkage analysis)
- 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
- Tableau, Power BI, Looker
- Microsoft Excel, VBA/macros
- Python
Team & Environment
You will be working on the Starlink Customer Support team.
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.
