Vice President, Service Operations

About Skylo

Skylo is a global Non-Terrestrial Network service provider based in Mountain View, CA, offering a service that allows smartphone and IoT cellular devices to connect directly over existing satellites. 

Skylo’s direct-to-device service is now live on millions of activated devices across five continents, with more than 60 million square kilometers of coverage, in partnership with multiple satellite operators, mobile network operators (MNOs), Tier-1 chipset makers, and OEMs. Devices connected over satellite are managed and served by Skylo's commercial NTN vRAN, featuring a 3GPP standards-based cloud-native base station and core. Skylo provides anywhere, anytime connectivity solution that seamlessly roams between terrestrial and satellite networks. Our focus is on enabling connected services for people outdoors and connected workflows across three main verticals: mass-market consumer devices, automotive, and industrial IoT.

This role is hybrid in our Mountain View, CA office where we are onsite 3 days a week in office. 

Summary Of How You Will Impact Skylo

We are looking for an experienced Vice President of Service Operations to lead Skylo’s service operations team. This role will be responsible for Skylo's network operations and customer service functions, and includes a broad set of responsibilities encompassing building and growing a high performance team, ensuring Skylo’s network is always online, and Skylo’s customers have a good experience when interacting with Skylo’s customer support teams.  This is a dynamic role for an experienced, insightful and results oriented leader with a balance between domain knowledge in network operations with a strong service-oriented background, who is interested in being part of a company that is transforming the global connectivity landscape.

How You Will Contribute 

• Service Operations
  • Manage and run the company’s global network operations across multiple continents and countries; responsible for end-to-end service delivery at required service level agreements, and ensuring overall network performance.
  • Manage and run Skylo’s customer service function supporting users across the globe and assisting in routine customer service support.
  • Ensure service availability, perform network maintenance tasks, troubleshoot issues as they arise, support Skylo’s customers (enterprise and consumer) through the deployment and continuous optimization of technology, expertise, and culture.
• Domain Leadership & Strategy
  • Define success for Skylo’s service operations and work with leadership to integrate Skylo’s company objectives into the service operations organization.
  • Develop KPIs to monitor and manage the efficacy of the organization and deploy a process that drives the organization towards its performance objectives.
  • Define network monitoring, management, and resolution strategies based on the latest technologies and best practices.
  • Create a culture of operational excellence dedicated around transparency, awareness, and constant learning.  You may make a mistake, but you should never make the same mistake twice.
• Team Management & Growth
  • Build, mentor, and scale a high-performing operations team.
  • Building a culture that is results and recognition oriented, highly customer oriented, and operationally excellent
  • Foster a culture of collaboration, continuous learning, and accountability.
  • Implement clear performance metrics to track engineering productivity and network operations performance.
• Cross-Functional Collaboration
  • Interface with engineering, product management and sales teams to help prioritize network and service roadmap items.
  • Work closely with Network Engineering teams to manage deployments and maintenance activities.
  • Create robust lines of communications and processes with Skylo’s MNO, MVNO, and other enterprise customers.
• Budget & Resource Management
  • Manage the service operations budget, ensuring cost-effective resource utilization and vendor contract negotiations.
  • Define KPIs to measure service operations performance, and operational efficiency.

What We Look For 

• Experience running global 24x7 operations, inclusive of responsibilities for network and service deployment – preferably at a Tier-1 telecommunications service provider
• Experience building L1 to L3 layered excelling organizations with a mix of FTE and subcontractors
• Experience using network current and forecast demand to size team appropriately through the relevant KPIs
• Strong knowledge of cellular 3GPP networks, including Radio Access and Core Network service elements.
• Experience building and running customer support functions.
• Experience operating a highly secure network and addressing security hacks on a live network
• Proven ability to build and lead a 30 to 50 technician/engineer team to operate networks with carrier-class availability.
• Ability to excel in a fast-paced, execution-oriented environment.
• Strong experience from a service provider background. Strong execution expertise with clear measures and achievement of targeted SLAs.
• Experienced with ticketing systems, such as JIRA
• Ability to work collaboratively with other executive functions
• Results oriented, strong team builder, and can work across geographic boundaries

What We Offer

With employees working across three continents, Skylo is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. Our worldwide and inclusive culture encourages a flexible approach to work, and we also offer an attractive range benefits such as: 

• Competitive compensation packages including a stock option based equity program 
• Comprehensive benefits including medical, dental, vision, retirement plan
• Monthly allowances for wellness and education reimbursement
• A generous time off policy, holidays, and the opportunity to temporarily work abroad
• Once in a lifetime opportunity to be a part of developing and running world’s first commercial, live direct-to-device satellite network and service 
• Access to world-class team and talent across tech domains: software, hardware, chipsets, telecom, satellite and network virtualization 
• Open, transparent, inclusive culture that blends the Silicon Valley, Nordic and South Asia characteristics

Additional information

The compensation range for this position is: $270,000 - $300,000. This range reflects the low and high end of the range Skylo reasonably and generally expects to pay the hired candidate in this role.

EEO Statement
Skylo is an equal-opportunity employer and we celebrate diversity. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, parent or caregiver status, political affiliation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service consistent with applicable federal, state, and local laws.

We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Please let us know if you need assistance or accommodation due to a disability.