Senior Director of Hivemind Operations and Sustainment

You will establish and lead the operational systems supporting product deployment, customer training, sustaining engineering, technical support, and test activities. You will create scalable processes, guide cross-functional teams through customer issues, and turn operational feedback into product improvements.

Responsibilities

• Establish operating practices, tools, and workflows for Operations and Sustainment functions
• Lead product installation, integration, and operational deployment within customer environments
• Develop repeatable deployment methodologies and best practices
• Own customer education and operational knowledge-management strategy
• Maintain training curricula, technical publications, guides, troubleshooting documentation, and manuals
• Create technical playbooks for field and support personnel
• Lead sustaining engineering for products in customer environments
• Track customer configurations and upgrades
• Drive root-cause analysis and corrective actions for technical issues
• Lead validation and verification for customer-critical repairs, fixes, and updates
• Own the technical support engineering organization and triage processes
• Define service-level objectives and customer-support metrics
• Establish systems engineering processes, governance, quality standards, and dashboards
• Lead continuous-improvement initiatives
• Serve as the operational interface across engineering, program management, customer success, and support functions

Requirements

• Bachelor's degree in Engineering, Computer Science, or a related technical field
• 15 years of experience leading software operations, sustaining engineering, technical support, or product lifecycle organizations
• Experience with government, defense, or mission-critical software systems
• Experience supporting sustainment or integrated logistics support organizations for integrated hardware and software products
• Experience building operational organizations supporting product and customer delivery teams
• Systems engineering experience establishing scalable operational processes
• Experience leading cross-functional technical teams through complex customer issues and product improvements
• Communication and stakeholder-management skills
• Experience in AI or machine-learning platforms or autonomous systems
• Experience with SDKs, APIs, or developer platforms
• Experience supporting commercial software products and customized customer solutions
• Familiarity with technical training development, knowledge management, and documentation systems

Benefits

• Bonus
• Equity