Communications Manager

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.

STARLINK COMMUNICATIONS MANAGER (CUSTOMER KNOWLEDGE)

Starlink Consumer Communications is hiring a Communications Manager to own published customer truth: Help Center, specs, quick-start guides, Shop copy, and the increasing number of product and service-launch scrubs that keep those channels accurate. 

This person owns whether Help Center is accurate, easy to find, and useful. They set the roadmap (what we add, fix, and retire), modernize how content is published, and use analytics so Help Center drives setup, accessory purchases, professional and self-install, and orders—not only answers questions. 

RESPONSIBILITIES: 

• Own Help Center, including the roadmap for what we write, improve, merge, and retire
• Modernize how Help Center publishes, using Grok for routine drafts and updates, with this role approving what goes live
• On every launch, scrub Help Center, specs, quick-start guides, and Shop content so they match live hardware, plans, and install
• Own Shop-adjacent copy customers act on (including shipping timelines and similar facts)
• Place purchase, accessory, and install links in Help Center and attribute orders, accessory sales, and install completions that start from those pages
• Own Help Center analytics (visits, time on page, drop-off, conversion by country) and use that to decide what to write or fix next, including photos, video, kit swap, setup, and plan explainers
• Partner with Consumer Insights on surveys: what people didn’t understand, which pages failed, what to fix next
• Partner with Customer Experience so public pages and support guidance match
• Partner with Localization and use data (analytics, tickets, conversion by country) to make the case for country-specific pages
• Work with the team that owns search so Help Center pages are findable and accurate in search 

BASIC QUALIFICATIONS: 

• Bachelor’s degree
• 5+ years of experience owning customer-facing knowledge content (help center, support content, product docs, or similar) at scale, with a record of improving accuracy, findability, and use of that content 

PREFERRED SKILLS AND EXPERIENCE: 

• Bachelor’s degree in communications, journalism, marketing, technical writing, or a related field
• Demonstrated ability to write and edit clear customer-facing copy
• Experience running a content roadmap: prioritizing, launching, merging, and retiring pages