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Location

Redmond, WA | United States

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Job description

DESCRIPTION

Project Kuiper is an initiative to launch a constellation of Low Earth Orbit satellites that will provide low-latency, high-speed broadband connectivity to unserved and underserved communities around the world.

The Project Kuiper Consumer Business is looking for a talented North America Customer Support Lead. This role is responsible for operating the residential broadband customer support operation for consumers in the US, Canada, and Mexico. A successful candidate will be committed to operational excellence, highly analytical, and able to work extremely effectively in a matrixed organization. We are looking for someone customer obsessed and technology savvy with a proven track record of leading new initiatives and operating both consumer product and service businesses at scale.

As one of our valued team members, you will be obsessed with matching our standards for operational excellence with a relentless focus on delighting our customers. This is a high visibility role with frequent opportunities to interact with and present to leadership. The ideal candidate will have a passion for driving process improvements, implementing industry best-practices, and be comfortable driving strategy while operationalizing that vision.

Export Control Requirement:
Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Key job responsibilities
- Develop data driven customer lifecycle management strategies for acquisition, retention, lapsed customer win-back, and complementary products/service offerings in the US, Canada, and Mexico
- Establish key operational performance metrics, define business requirements for customer support tools/systems, implement tracking and reporting mechanisms, and continuously optimize customer support performance metrics
- Review historical subscriber acquisition and churn forecasts, research customer contact drivers, analyze customer contact data, validate and optimize assumptions, and translate customer contact forecasts into customer support staffing plans and operational requirements
- Partner with field service, operations, logistics, networking, product, engineering, and business teams to rigorously optimize customer experience and resolve customer escalations
- Develop and maintain customer support training programs, standard operating procedures, and customer support material
- Monitor industry trends and research technology advancements to ensure customer support leverages cutting edge solutions for customers
- Deliver comprehensive, written strategy documents considering different types of data, and inputs across a broad range of stakeholders.
- Prepare detailed business cases for justification of new opportunities.
- Be an accessible and visible leader to the organization.

We are open to hiring candidates to work out of one of the following locations:

Redmond, WA, USA

BASIC QUALIFICATIONS

- 10+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience
- 10+ years of customer support, customer care, or customer experience

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Job tags

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Salary