Note: The job is a remote job and is open to candidates in USA. BlackSky is a real-time intelligence company that operates an advanced space-based intelligence platform providing satellite imagery and analytics. The Vice President of Customer Operations will lead customer experience initiatives, develop operational strategies, and ensure customer satisfaction and retention through effective team management and collaboration with various departments.
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
- Apply knowledge of remote sensing, geospatial analytics, and space-based intelligence solutions to customer needs
- 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
Skills
- 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
Benefits
- Medical, dental, vision, disability, group term life and AD&D, voluntary life and AD&D insurance
- 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!
- Awesome swag
Company Overview
BlackSky is a space-based intelligence company that delivers real-time imagery with global rapid revisit, analytics, and high-frequency monitoring of the most critical and strategic locations, economic assets, and events. It was founded in 2013, and is headquartered in Herndon, Virginia, US, with a workforce of 201-500 employees. Its website is http://www.blacksky.com/.