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Lead Customer Support Workforce Analyst
| Company | SpaceX |
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| Location | Redmond, WA, USA |
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| Salary | $110000 – $145000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior, Expert or higher |
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Requirements
- 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.
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.
Preferred Qualifications
- 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.
