TL;DR

Senior Business Analyst (Workforce Planning): Managing key components of forecasting, staffing models, and scheduling for customer support teams with an accent on driving decision-making through data analysis and statistical methods. Focus on developing efficient staffing plans from variable demand inputs and overseeing KPI dashboards for operational efficiency improvements.

Location: This role will be based onsite in Bastrop, TX - remote work not considered. Applicants must be a U.S. citizen or national, U.S. lawful, permanent resident (aka green card holder), Refugee, or Asylee, or be eligible to obtain required authorizations from the U.S. Department of State due to ITAR requirements.

Company

SpaceX is developing technologies to enable human life on Mars, actively working to provide high-speed broadband internet to the world through Starlink.

What you will do

  • Develop flexible and efficient staffing models from highly variable demand inputs.
  • Partner with engineering teams to build workforce planning tools for in-house customer support software.
  • Collaborate with cross-functional teams to forecast short and long-term customer demand for support.
  • Oversee the creation and management of dashboards tracking key performance indicators (KPIs).
  • Provide actionable insights and recommendations for operational efficiency improvements.
  • Align staffing and performance strategies with internal recruiting and BPOs for global support operations.

Requirements

  • Bachelor's degree in business, supply chain management, information systems, computer science, engineering, or economics.
  • 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, including advanced formulas, pivot tables, VBA/macros, and statistical modeling.
  • Exceptional data analysis skills.
  • Must be able to work extended hours and/or weekends as needed; some travel may be required.

Nice to have

  • Strong project management and self-directed prioritization skills.
  • Experience forecasting and capacity planning for a globally distributed team.
  • Ability to communicate technical concepts to non-technical audiences.
  • Experience managing a third-party (BPO) vendor that provides customer support services.
  • Strong programming/software fundamentals, including Python.
  • Experience presenting to and steering executive-level audiences.

Culture & Benefits

  • Foster a culture of data-driven excellence within the customer support organization.
  • Contribute to the mission of enabling human life on Mars and providing global high-speed internet.