[Remote] Vice President, Customer Operations

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.ResponsibilitiesLead and scale multidisciplinary customer-facing organizations globallyDevelop operational processes, KPIs, and performance dashboards that measure satisfaction and drive improvementsRecruit, mentor, and develop customer-centric teams across multiple regionsBuild and maintain trusted relationships with domestic and international government and commercial customersLead complex, high-touch, technical customer engagements with long lifecycle demandsCommunicate effectively with executive-level and technical stakeholdersDrive strategies that maximize customer retention, recurring revenue, and account expansionBuild customer health metrics and forecasting models to track experience, usage, and growth potentialPartner closely with Sales and Business Development to ensure seamless customer success and expansionApply knowledge of remote sensing, geospatial analytics, and space-based intelligence solutions to customer needsGuide discussions on SLAs, data delivery, system integrations, and operational workflowsTranslate complex technical concepts to support decision-making for non-technical audiencesDesign and optimize onboarding, support, and retention processes across the full customer lifecycleLead incident management, service reliability, and quality assurance initiativesMap and enhance the end-to-end customer journey for efficiency and satisfactionTranslate BlackSky’s corporate vision into a cohesive customer operations strategyProvide insights and customer intelligence that guide product prioritization and roadmap evolutionWork closely with Sales, Product, Engineering, Marketing, and Executive Teams to support strategic prioritiesRepresent Customer Operations in presentations to leadership, partners, and government stakeholdersLead transformation efforts in rapidly evolving environmentsImplement new structures, processes, and systems to support long-term scaleDrive modernization initiatives that elevate the customer experience and operational effectivenessSkillsBachelor's degree in Business or related field20+ years of total professional experienceAt least 10 years leading customer-facing teamsMinimum 6 years in the geospatial or remote sensing sectorProven experience scaling global customer operations teamsStrong operational, analytical, and strategic planning capabilitiesExperience with complex technical or government customer engagementsExcellent communication and executive stakeholder management skillsBenefitsMedical, dental, vision, disability, group term life and AD&D, voluntary life and AD&D insuranceBlackSky 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 more401(k) pre-tax and Roth deferral options with employer matchFlexible Spending AccountsEmployee Stock Purchase ProgramEmployee Assistance and Travel Assistance ProgramsEmployer matching donationsProfessional developmentMac or PC? Your choice!Awesome swagCompany OverviewBlackSky 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/.