STARLINK CRISIS RESPONSE MANAGERStarlink, our revolutionary satellite constellation, is delivering low-latency broadband internet around the world. Whether responding to natural disasters or extraordinary circumstances, Starlink has repeatedly provided critical communications when other networks fail. The Crisis Response Manager owns Starlink's crisis response capability: operational readiness before an event, execution during an event, and improvement after. You will set priorities, run the response, and be accountable for getting service into the field quickly, accurately, and at the scale the situation requires. This is an individual-contributor role meaning, you will not be hired to manage a team; you will own the function. The ideal candidate has operated in high-pressure environments and has worked with local, state, and federal response agencies as well as private and non-profit organizations around the world.
RESPONSIBILITIES: - Own Starlink's crisis response operation end to end: readiness in peacetime, activation when an event starts, execution through restoration, and after-action improvements
- Build and maintain the execution plan for market and event response, including kits, logistics, staffing, partner onboarding, and activation paths
- Monitor readiness and response KPIs (time to first connection, kit utilization, activation accuracy, billing and account health, operational bottlenecks) and act on gaps before they become failures in the field
- Run the response during events: set the operating picture, assign work, flag delays, and make clear recommendations to leadership with revenue, mission, and customer impact attached
- Partner across Customer Success, Sales, Operations, Logistics, Legal, and Engineering so account handoffs, hardware, activations, and information flow work under pressure
- Serve as a primary point of contact for emergency response stakeholders globally; understand operational requirements, technical constraints, and mission-critical objectives, and translate them into Starlink action
- Build and maintain external engagement frameworks, onboarding processes, and long-term relationships with agencies and partners
- Turn field and partner feedback into concrete product, process, and playbook changes that make the next response faster and cleaner
- Identify and implement process and system improvements that scale the capability without adding headcount
BASIC QUALIFICATIONS: - Bachelor's degree; OR high school diploma/equivalency certificate and 5+ years of professional experience in emergency/crisis response, operations, or program management
- 4+ years of experience in business operations, project management, crisis response coordination, or strategic planning
- 1+ year of experience in a customer- or external-facing role
- 2+ years of experience with data analysis, reporting, or performance metrics (Excel modeling, dashboards, etc.)
PREFERRED SKILLS AND EXPERIENCE: - Direct experience in emergency response, military, firefighting, law enforcement, or emergency management, including work outside the United States
- Experience working a live crisis with local, state, and federal agencies (e.g. FEMA, state emergency management offices, National Guard, fire, law enforcement) or private/non-profit response organizations
- Strong understanding of disaster response frameworks, interagency coordination, emergency communications, emergency logistics, incident command systems (ICS), or large-scale disaster response
- 1+ year of experience with Starlink equipment and systems
- Demonstrated success owning multiple high-pressure work streams with tight deadlines and limited resources
- Ability to define and run a program independently, including playbooks, trackers, and operating cadence other people actually use
- Experience with SQL and dashboards (Tableau, Power BI, Looker, or similar)
- Strong written and verbal communication with senior leaders: clear problem, dollar or mission impact, actions taken, and a specific ask
ADDITIONAL REQUIREMENTS: - Must be available to work extended hours and weekends as needed to support critical emergency response operations
- Willingness to travel to customer sites, incident command centers, or emergency response locations as required
- This is not a remote position and would require relocation if not already local to the Bastrop, TX area
ITAR REQUIREMENTS:- To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. a7 1157, or (iv) Asylee under 8 U.S.C. a7 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
