Business Process Manager- Customer Service

US - CA - Carlsbad Ref #4426 01-Nov-2019

Job description

Bigger challenges. Bolder ideas. Global impact. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. We’re the company behind the world’s fastest satellite internet service, with technology that’s helping to bridge the digital divide and improve life for our customers around the globe. By providing powerful new ways for people to connect with one another, gain greater access to education, entertainment, medical research, commerce, and much more, our team is empowering millions of customers worldwide.  

We’re growing rapidly and looking for passionate, innovative professionals to join our team and connect the world to more. You’ll work in a collaborative and inclusive environment that values diverse perspectives and continuous learning, and provides industry-leading benefits with unmatched opportunities for career growth. Our team is fearless in pursuit of new ideas and uncompromising in our quest to become the world’s first truly global Internet Service Provider. Interested in joining our mission? Take a look at career opportunities at Viasat today.

Job Responsibilities

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.


·       8+ years of experience in Supply Chain within a high tech environment

·       Expert in Customer Experience 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

·       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

·       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)

·       Statistical analysis

·       Lean Six Sigma

·       Business Intelligence Tools

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Additional requirements

Minimum education:


Years of experience:

8 plus years


Up to 10%


US Citizenship Required



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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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