Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.

Project Kuiper is seeking a talented individual to manage the launch of Field Service for B2B customers. This role is responsible for leading a program that will launch our professional installation and customer support experiences for B2B. We are looking for a data-driven individual with a relentless focus on delighting customers and ensuring operational excellence. The ideal candidate is a self-starter who is comfortable launching and operating field service operations and device fulfillment with global responsibilities. In this role, you will work with a range of technical and non-technical teams to develop relationships with external partners, support partner onboarding, own the end-to-end field service experience, and undertake detailed performance analysis of all partners. The scope of this role focuses on delivering against key business goals while also innovating and finding efficiencies during the launch of a worldwide service

Key job responsibilities
- Build and launch Field Service operations for Project Kuiper's B2B channel, focusing on early access customers and strategic partnerships while developing specialized service protocols that can scale globally.

- Lead end-to-end execution of Field Service delivery during early testing programs, establishing scalable processes and operational excellence standards that will form the foundation of our worldwide service model.

- Develop and maintain relationships with external Field Service partners across global markets, administer purchase orders and contracts, and ensure consistent service delivery meets or exceeds Kuiper's quality standards in diverse operating environments.

- Scale customer service processes worldwide that deliver exceptional customer experiences, including creating escalation paths and specialized handling protocols.

- Create comprehensive business proposals and strategy documents that consider all aspects of Field Service delivery (finance, legal, tax, worldwide considerations), effectively communicating complex technical and operational concepts to diverse stakeholders

Export Control Requirement:
Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

A day in the life
The role will serve as the primary interface between Kuiper's technical teams and the Field Service delivery network:


- Collaborate with cross-functional teams (Engineering, Operations, Customer Experience, Finance, Legal) to build scalable Field Service processes worldwide
- Meet with external Field Service partners to plan upcoming operations, review service quality metrics and address any operational challenges.
- Analyzing customer feedback from early operations to rapidly identify process improvements.
- Develop specialized service protocols for different global regions
- Prepare business proposals for expanded Field Service capabilities
- Participate in executive reviews to communicate program status and strategic direction
- Administer and negotiate contracts with implementation partners across multiple markets

About the team
The Global Customer Operations team focuses on delivering exceptional customer experiences through Field Service and Customer Support. We aim to improve customer satisfaction and operational efficiency through process optimization, technology, and a culture of empowerment. Our global team is focused on launching exceptional products that meet and exceed customer expectations.