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VP, Customer Operations About Us: BlackSky is a real-time intelligence company. We own and operate the world's most advanced space-based intelligence platform and provide customers satellite imagery, automated analytics and high-frequency monitoring of strategic locations, economic assets and events from around the globe. BlackSky is trusted by the most demanding allied military and intelligence organizations and commercial companies to deliver foresight into critical matters that affect national security and the economy. BlackSky's data enables governments and businesses to see, understand and anticipate change as it happens, giving them the ultimate strategic advantage so they can act quickly. Our global team works with cutting-edge technology to make a difference around the world and prides itself on being people-first, customer-focused and fun. Reporting to the COO, the Vice President of Customer Operations is responsible for driving world-class customer experience, retention, and growth across a set of customers supported by the Account Management team. The VP will define the operational strategy, build global high-performing teams, optimize the customer journey, and partner with Sales, Product, and Engineering leadership to ensure customers receive maximum value from BlackSky’s unique real-time intelligence capabilities. Key Responsibilities 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. Success Metrics Customer satisfaction and NPS improvements Customer retention and renewal rates Account expansion and usage growth Time-to-value and onboarding efficiency Operational reliability and incident reduction Performance of customer-facing team Adoption and impact of operational processes and tools Required Experience & Qualifications Bachelor's degree in Business or related field 20+ years of total professional experience At least 10 years leading customer-facing teams Minimum 6 yea