Business Process Manager- Customer Experience

US - CA - Carlsbad Ref #7612 26-Oct-2020

Job description

Are you inspired by a job that challenges you to be proactive, lead technology decisions, and come up with new ideas that will push capabilities above and beyond that of your competitors’? ViaSat is a unique blend of technical challenge, opportunity to excel, team camaraderie, and a chance to work with industry leaders.  Sound interesting?  Keep reading.

As a key member of Operations Process & Technology group, you will work closely with Supply Chain, Quality, IT, Engineering, and Business unit functions to develop and implement the systems and technology roadmap to enhance business performance across key objectives like customer service, asset management, and operational excellence.   A successful candidate will bring a wealth of Business Process and Systems experience as well as strategic thought leadership, will be able to quickly understand the specific business needs of ViaSat, and possess the influence needed to gain consensus and drive implementation, moving the business forward in the near term while positioning it to scale effectively with projected growth in the future.


  • Develop and manage the capability roadmap for B2B customer fulfillment and support operations.
  • Provide the vision and multi-year strategic plan for process capabilities and technologies that provides the right pace of transformation in the near and longer term.
  • Lead and grow a talented team of Process Engineers and Analysts
  • Effectively manage the relationship with stakeholders, revolutionizing their world by delivering what is possible, not just what is requested.
  • Stay abreast of industry trends and technology, and the competitive landscape relevant to customer experience capabilities and technologies to keep Viasat at the leading edge and differentiated from competition.
  • Leverage Data Engineering, Data Science, Machine Learning, AI, Robotic Process Automation, and Intelligent Process Automation to transform customer X and supply chain management.
  • Develop approaches for implementing emerging technologies such as blockchain and IOT.
  • Foster a culture of agility that embraces MVPs and fast feedback/learning as part of process innovation and dynamic course setting.
  • Ensure that the Process Team is staffed with the right mix of skillsets, knowledge, and talent to be able to deliver the right velocity of transformation.
  • Ensure day to day prioritization is effectively managed and communicated to stakeholder and support teams.
  • Inspire your team to be creative and develop innovative solutions aligned with the vision.
  • Become a trusted leader and partner across Viasat, delivering solutions at scale that optimize complex business and technical challenges within a flat organizational framework utilizing a mix of ERP, SaaS, and in-house developed solutions.
  • Consult with teams internally and externally on best practices, policies & compliance, and help shape the industry future.
  • Develop, refine, and inform on relevant metrics and KPIs that demonstrate transformation progress and the associated impact to business performance.


  • 8+ years of experience in Supply Chain within a high-tech environment
  • Expert in Customer Experience, MRP, and Salesforce CRM
  • Skilled in Industrial Engineering, Process Engineering, business process analysis and management
  • Extensive knowledge of Customer Service, Product Support Lifecycle, S&OP, and Fulfillment
  • Experience with Agile/Scrum methodology
  • Knowledgeable on industry best practice in Process and technology solutions
  • Ability to define and articulate business needs and functional requirements of solutions
  • Skilled in Project mgmt. and team leadership
  • Ability to build analytical tools
  • Experience with portfolio management and functional technology roadmaps
  • Experience with regulated environments such as ITAR, FAA, etc.
  • Strong analytical skills to support independent, high velocity, high quality decisions
  • Capable of applying resourceful and creative thought processes to resolve complex problems
  • Ability to multi-task and adjust priorities based on workload and direction from management and/or customers in a fast paced, dynamic environment
  • Strong relationship building, teamwork and communication skills
  • Skilled in articulating value and developing effective business cases
  • Adept at influencing cross functionally, developing consensus, and moving the business forward
  • Strong skills utilizing standard Microsoft tools such as Excel, Access, Word, Visio, SharePoint, Project, and Power Point
  • Bachelor Degree in Engineering, IT, or Business
  • US citizenship required
  • Ability to travel up to 10%


  • Agile/Scrum/PMI Certifications
  • Experience with Oracle EBS (R12)
  • MBA or Master’s Degree
  • Lean Six Sigma Certifications
  • Business Intelligence Tools

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Additional Requirements and information

Minimum education:


Years of experience:

8-15 years


Up to 10%


US Citizenship Required



Worker Classification:


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Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.

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