Customer Operations Engineering Lead

About the role

Muon seeks a Customer Operations Engineering Lead to join our Satellite Operations Team.  The ideal candidate works well in cross functional teams and is capable of creating scalable processes for managing customer data requests and deliveries. The Customer Operations Lead will ensure customer requests are deconflicted across the Muon missions and are processed and delivered according to the contractual obligations. The candidate will work closely with the Mission Management teams, Data Processing team, and Satellite Operations Engineers to ensure the data collection and delivery lifecycle is efficient and scalable.

Responsibilities 

• Lead customer focussed collection planning, schedule deconfliction, and reporting activities within the Satellite Operations Team


• Ensure timely data collection and delivery across Muon’s missions according to customer requirements


• Coordinate with internal stakeholders and customers to ensure appropriate prioritization of collection activities


• Development of standard collection planning, performance monitoring, and reporting processes that scale across Muon’s 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

Qualifications 

• 7+ years of experience in a customer facing technical role such as technical account management, solutions architecture, or professional services


• Experience in a 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

Nice-to-have Skills 

• Experience with satellite mission planning, command and control systems, and telemetry analysis


• Experience with on-orbit satellite payload operations and data processing


• Understanding of ITAR/EAR regulations