BlackSky - Vice President, Customer Operations
Requirements
• Bachelor's degree in Business or related field • 20+ years of total professional experience • At least 10 years leading customer-facing teams • Minimum 6 years in the geospatial or remote sensing sector • Proven experience scaling global customer operations teams • Strong operational, analytical, and strategic planning capabilities • Experience with complex technical or government customer engagements • Excellent communication and executive stakeholder management skills • Domestic and international travel as required (typically 15-20%) to support customer engagements, team activities, and executive meetings. • Work Environment • Work Environment • Fast-paced, high-growth technology and space industry environment • Strong emphasis on cross-functional collaboration and remote teamwork • Ability to work across multiple time zones and global teams • Flexible work location depending on organizational needs • Life at BlackSky for full-time benefits eligible employees includes: • Life at BlackSky for full-time benefits eligible employees includes • BlackSky pays 100% of employee-only premiums for medical, dental and vision and contributes $100/month for out-of-pocket expenses! • 15 days of PTO, 11 Company holidays, four Floating Holidays (pro-rated based on hire date), one day of paid volunteerism leave per year, parental leave and more • 401(k) pre-tax and Roth deferral options with employer match • Flexible Spending Accounts • Employee Stock Purchase Program • Employee Assistance and Travel Assistance Programs • Employer matching donations • Professional development • Mac or PC? Your choice!
Responsibilities
• Lead and scale multidisciplinary customer-facing organizations globally. • Develop operational processes, KPIs, and performance dashboards that measure satisfaction and drive improvements. • Recruit, mentor, and develop customer-centric teams across multiple regions. • Build and maintain trusted relationships with domestic and international government and commercial customers. • Lead complex, high-touch, technical customer engagements with long lifecycle demands. • Communicate effectively with executive-level and technical stakeholders. • Drive strategies that maximize customer retention, recurring revenue, and account expansion. • Build customer health metrics and forecasting models to track experience, usage, and growth potential. • Partner closely with Sales and Business Development to ensure seamless customer success and expansion. • Guide discussions on SLAs, data delivery, system integrations, and operational workflows. • Translate complex technical concepts to support decision-making for non-technical audiences. • Design and optimize onboarding, support, and retention processes across the full customer lifecycle. • Lead incident management, service reliability, and quality assurance initiatives. • Map and enhance the end-to-end customer journey for efficiency and satisfaction. • Translate BlackSky’s corporate vision into a cohesive customer operations strategy. • Provide insights and customer intelligence that guide product prioritization and roadmap evolution. • Work closely with Sales, Product, Engineering, Marketing, and Executive Teams to support strategic priorities. • Represent Customer Operations in presentations to leadership, partners, and government stakeholders. • Lead transformation efforts in rapidly evolving environments. • Implement new structures, processes, and systems to support long-term scale. • Drive modernization initiatives that elevate the customer experience and operational effectiveness. • Success Metrics • Success Metrics • Customer satisfaction and NPS improvements • Customer retention and renewal rates • Account expansion and usage growth • Time-to-value and onboarding efficiency • Operational reliability and incident reduction • Performance of customer-facing team • Adoption and impact of operational processes and tools
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT