Requirements
- Experience
- 3+ years
- Education
- Bachelor's degree
Joblaze summary
The Sr. Business Analyst for Workforce Planning at SpaceX's Starlink division focuses on developing staffing models and forecasting strategies to optimize customer support operations. This role requires strong analytical skills, particularly in SQL and data visualization tools, alongside advanced proficiency in Excel for statistical modeling. Ideal candidates have a background in workforce management within technical support environments and possess the ability to communicate complex data insights effectively. The position is integral to fostering a data-driven culture within the customer support team.
Joblaze insights
- Listed about a month ago on Joblaze — tracked directly from SpaceX's career page.
- SpaceX has 1668 other open roles including Maintenance Supervisor (Starlink), Maintenance Supervisor (Starlink) - Night Shift, IT Network Infrastructure Engineer.
- 2358 active Python roles on Joblaze right now.
- 1036 active SQL roles on Joblaze right now.
- 189 active Tableau roles on Joblaze right now.
Quick facts
- Is the Sr. Business Analyst, Workforce Planning (Starlink) role remote?
- No — this is an on-site role in Bastrop, TX.
- How much experience is required?
- At least 3 years of relevant experience for this Sr. Business Analyst, Workforce Planning (Starlink) role.
- Where is the role based?
- SpaceX is hiring for this position in Bastrop, TX.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Power BI, Microsoft Excel, Tableau, SQL, Looker, Python.
- What seniority level is this role?
- SpaceX targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Sr. Business Analyst, Workforce Planning (Starlink) role at SpaceX.
From the original posting
SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.
SR. BUSINESS ANALYST, WORKFORCE PLANNING (STARLINK)
In our quest to provide high-speed broadband internet to the world, Starlink is seeking a dynamic Sr. Analyst of Workforce Management to join our Starlink Customer Support team. In this role, you will manage key components of forecasting, staffing models, and scheduling for our customer support teams (internal and external third parties). 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:
- 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 that help us meet our ambitious customer support service levels goal
- 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
BASIC QUALIFICATIONS:
- Bachelor's degree in business, supply chain management, information systems, computer science, engineering, or economics; OR 5+ years of professional experience in workforce management or capacity planning
- 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 (e.g. Tableau, Power BI, Looker)
- Expert proficiency in Microsoft Excel: Advanced mastery of formulas, pivot tables, VBA/macros for automation, data visualization, and statistical modeling (e.g., Erlang C forecasting, shrinkage analysis) to drive accurate workforce planning and reporting
- Exceptional data analysis skills
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
- This role will be based onsite in Bastrop, TX - remote work not considered
ITAR REQUIREMENTS:
- To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.
Applicants wishing to view a copy of SpaceX’s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to EEOCompliance@spacex.com.