Vice President, Customer Operations

The Vice President of Customer Operations is responsible for driving world-class customer experience, retention, and growth across a set of customers supported by the Account Management team. The VP will define the operational strategy, build global high-performing teams, optimize the customer journey, and partner with Sales, Product, and Engineering leadership to ensure customers receive maximum value from BlackSky’s unique real-time intelligence capabilities.

Requirements

• 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.

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