Vice President, Customer Operations

BlackSky

Vice President of Customer Operations at BlackSky responsible for customer experience, retention, and growth. Leading multidisciplinary teams and partnering with various departments to optimize customer journey.

Posted 5/6/2026full-timeHerndon • Virginia • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

Remote Sensing

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Bachelor's degree in Business or related field
20+ years of total professional experience
At least 10 years leading customer-facing teams
Minimum 6 years in the geospatial or remote sensing sector
Proven experience scaling global customer operations teams
Strong operational, analytical, and strategic planning capabilities
Experience with complex technical or government customer engagements
Excellent communication and executive stakeholder management skills

Benefits

Comp & perks

Medical, dental, vision, disability, group term life and AD&D, voluntary life and AD&D insurance
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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operational processesKPIsperformance dashboardscustomer health metricsforecasting modelsincident managementservice reliabilityquality assurancesystem integrationsonboarding processes

Soft Skills

leadershipmentoringcommunicationrelationship buildingstrategic planninganalytical skillscustomer-centric mindsetexecutive stakeholder managementteam developmenttranslating technical concepts

Certifications

Bachelor's degree in Business