Lead Customer Support Workforce Analyst

LEAD CUSTOMER SUPPORT WORKFORCE ANALYST

We’re seeking a dynamic Lead Customer Support Workforce Analyst to join our customer success team. In this role, you’ll be responsible for managing staffing models, forecasting, and scheduling for our customer support teams (internal and external third parties) and ensuring we meet service level agreements (SLAs). Additionally, you’ll play a critical role in using data to drive decision-making, designing dashboards, and applying statistical analysis to provide actionable insights into support demand, our team’s performance, customer demand, and operational efficiency.

RESPONSIBILITIES:

• Determine and set aggressive goals for customer support service levels, manage project priorities, and ensure they align with overall Starlink program goals.
• Develop and maintain staffing models and schedules that align with business needs.
• Create and manage 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 analysis.
• Collaborate with internal recruiting and BPOs to align staffing and performance strategy.
• Analyze historical data and trends while incorporating product roadmaps and other demand drivers to accurately forecast service levels.
• Lead and develop an agile, innovative team of analysts and specialists to manage queue levels in real time.
• Foster a culture of data-driven excellence within the customer support organization.

BASIC QUALIFICATIONS:

• Bachelor's degree in business, supply chain management, information systems, computer science, engineering, or economics.
• Experience working with technical customer support and customer success within the consumer goods industry.
• 5+ years of experience as a Workforce Management Analyst or similar role, specifically with Resource Planning.
• Experience with SQL and creating/managing dashboards using data visualization tools (e.g. Tableau, Power BI, Looker).
• 2+ years of experience in a leadership role with direct reports.

PREFERRED SKILLS AND EXPERIENCE:

• 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.
• Experience routinely presenting to and steering executive-level audiences and strategic direction.

ADDITIONAL REQUIREMENTS:

• Must be able to work extended hours and/or weekends as needed.
• Some travel may be required.

COMPENSATION AND BENEFITS:

Pay range:          

Lead Customer Support Workforce Analyst: $110,000.00 - $145,000.00/per year

Your 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.

Base 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 and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Employees accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual, carryover, and use requirements of the law.