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