Customer Operations Engineering Lead

You will lead customer-focused collection planning, schedule deconfliction, and reporting activities within the Satellite Operations Team. You'll ensure timely data collection and delivery across missions according to customer requirements, and coordinate with internal stakeholders and customers to prioritize collection activities. You will develop standard collection planning, performance monitoring, and reporting processes that scale across current and future missions, perform capacity planning for the Customer Operations team, and build onboarding and training programs for future hires. You'll also make sure customer inquiries are addressed accurately and within required response times.

Responsibilities

• Lead customer focussed collection planning, schedule deconfliction, and reporting activities within the Satellite Operations Team
• Ensure timely data collection and delivery across missions according to customer requirements
• Coordinate with internal stakeholders and customers to ensure appropriate prioritization of collection activities
• Develop standard collection planning, performance monitoring, and reporting processes that scale across current and future missions
• Perform capacity planning for the Customer Operations team and develop onboarding and training programs for future hires
• Ensure customer inquiries are addressed accurately and according to the required response time

Requirements

• 7+ years of experience in a customer facing technical role such as technical account management, solutions architecture, or professional services
• Experience leading teams with a track record of hiring, mentoring, and scaling to meet business needs
• Demonstrated ability creating customer focussed processes and strategies that are scalable in a high growth environment
• Experience managing relationships with sophisticated customers in a demanding environment (e.g. defense, aerospace, or government)
• Strong communication and teamwork skills with the ability to articulate complex technical concepts to both technical and non-technical audiences
• Excellent time management and organization skills
• Excited to work in a fast-paced environment with new challenges each week
• Willingness to obtain a clearance
• Experience with satellite mission planning, command and control systems, and telemetry analysis (nice-to-have)
• Experience with on-orbit satellite payload operations and data processing (nice-to-have)
• Understanding of ITAR/EAR regulations (nice-to-have)

Benefits

• Equity compensation
• Medical, dental, and vision insurance
• 401k retirement plan
• Short & long term disability and life insurance
• Three weeks paid vacation for new employees
• 12 paid holidays
• Unlimited sick time
• Paid parental leave