Customer Service Program Manager

Application close date:

Applications will be accepted on an ongoing basis until the requisition is closed.

At Blue Origin, we envision millions of people living and working in space for the benefit of Earth. We’re working to develop reusable, safe, and low-cost space vehicles and systems within a culture of safety, collaboration, and inclusion. Join our team of problem solvers as we add new chapters to the history of spaceflight!  

This role is part of Blue Origin corporate functions, providing centralized support across Blue Origin business unit teams, functions, and locations.

As part of a hardworking team of specialists, you will

• Travel up to 50% per month to HSV/OLS/LSO locations

• Coordinate with Human Resources and Communications to develop and conduct frequent customer service surveys.

• Analyze survey results, develop proposals for improving customer service, implement customer service initiatives

• Analyze vendor data and develop metric reporting for performance management of vendors

• Manage service vendors in accordance with established contracts

• Assist Procurement with developing contracts and changes to existing services

• Develop and implement service standards for site kitchens to ensure high quality of service is ensured at each site location

• Perform audits of services delivered, develop and provide reports for service quality standards, and implement changes based on audit results.

• Implement, track, and manage QR code based customer input and drive improvement and eliminate discrepancies in services.

• Manage and ensure high level of inventory is maintained, coordinate with vendors to track usage, and make service adjustments and inventory adjustments as required.

• · Implement quarterly product rotation to ensure variety based on employee feedback

• Act as the central point of contact for continuous improvement of food and beverage program and other services delivered and liaison with Human Resources, Procurement, and other internal Blue Origin groups.

• Provide support to site office managers for services and inventory and address issues related to kitchen services.

• Collaborate with facilities regarding changes, additions, housekeeping

• Closely work with the Administrative Services leader and Finance business partners to develop and implement annual budgets for food and beverage services, closely monitor and adapt changes for adherence to budget standards.

• Lead and participate in customer service improvement initiatives within the Facilities department.

Culture Statement

Don’t meet all desired requirements? Studies have shown that some people are less likely to apply to jobs unless they meet every single desired qualification. At Blue Origin, we are dedicated to building an authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every desired qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Export Control Regulations

Applicants for employment at Blue Origin must be a U.S. citizen or national, U.S. permanent resident (i.e. current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Background Check

• Required for all positions: Blue’s Standard Background Check

• Required for Certain Job Profiles:  Defense Biometric Identification System (DBIDS) background check if at any time the role requires one to be on a military installation

• Required for Certain Job Profiles: Drivers who operate Commercial Motor Vehicles with a Gross Vehicle Weight (GVW), Gross Vehicle Weight Rating (GVWR) or combination of power unit and trailer that meets or exceeds 10,001 lbs. and/or transports placardable amounts of hazardous materials by ground in any vehicle on a public road while in commerce, may be subject to additional Federal Motor Carrier Safety Regulations including: Driver Qualification Files, Medical Certification (obtained before onboarding), Road Test, Hours of Service, Drug and Alcohol Testing (CDL drivers only), vehicle inspection requirements, CDL requirements (if applicable) and hazardous materials transportation/shipping training.

• Required for certain Job Profiles: Ability to obtain and maintain Merchant Mariner Credential, which includes pre-employment and random drug testing as well as DOT physical

Benefits

• Benefits include:  Medical, dental, vision, basic and supplemental life insurance, paid parental leave, short and long-term dis