# Product Operations Lead, Tier 1

**Company**: Anduril Industries
**Location**: Costa Mesa, California, United States
**Work arrangement**: onsite
**Experience**: mid
**Job type**: full-time
**Salary**: $77,000-$102,000 USD
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/andurilindustries/jobs/5041072007
**Canonical**: https://yubhub.co/jobs/job_50df2bb4-aba

## Description

We are looking for a Product Operations Lead, Tier 1 to pilot our Help Desk operations and join our rapidly growing team in Costa Mesa, CA. In this position, you will play a key role in supporting our customers and their fielded assets by driving issues spanning multiple software and hardware products to resolution in real time.

Using your intimate familiarity with these products and related issues, you must be able to coach teammates, interface directly with customers, work independently, and resolve complex issues using your discretion and sound judgment. The challenges you will encounter are innumerable and unpredictable, but you will be expected to take ownership of delivering the technical solution.

You should have an aptitude for debugging and an appetite for real-time response, rapid resolution, and root-causing complex issues across multiple platforms and organizations.

WHAT YOU'LL DO:

- Supervise and mentor Product Operations Associates, ensuring effective performance, adherence to protocols, and professional development

- Manage shift schedules and staffing levels to maintain 24/7 operational readiness

- Develop Tier 1 scoped processes and runbooks

- Create and implement process and product improvements based on customer feedback and available metrics/analytics, utilizing internal monitoring dashboards and alerting software

- Interface directly with Anduril's customers and hardware/software products to provide world-class account level and technical support on complex issues

- Manage ticket flow, triage, and response through Salesforce's Service Desk management system

- Identify and solve persistent problems and reoccurring failures

- Author and issue product-specific knowledge articles and SOPs for end-user triaging

REQUIRED QUALIFICATIONS:

- Bachelor's degree or equivalent experience in a related field

- Minimum of 2-3 years of experience in a Operations/Support Center or similar operational environment

- Prior experience supporting complex hardware systems, networks, and related technologies (military assets are a plus)

- Excellent communication skills, both written and verbal

- Ability to work independently and as part of a team

- Extremely detail oriented with excellent customer service

- Strong aptitude for problem solving in unstructured situations at the interface of hardware, software, and networking. Ability to drive challenging and vague technical problems to clarity and resolution

- Must be able to obtain and hold a U.S. Secret security clearance; Holding clearances or Background Investigations in the past a plus

PREFERRED QUALIFICATIONS:

- Experience leading help desk operations and guiding team members

- Experience with ticketing systems and managing a ticket queue (Service Desk, Service Now, Jira, etc.)

- Experience with on-call support operations and working in limited risk tolerance production environments

- Familiarity with US military, hardware, software interfaces, and product operations are all pluses

- Government agency experience preferred

- Willingness to work non-standard hours and weekends

## Skills

### Required
- Product Operations
- Help Desk Operations
- Ticketing Systems
- Customer Service
- Problem Solving
- Communication
- Teamwork
- Security Clearance

### Nice to have
- Leadership
- Ticket Queue Management
- On-call Support
- US Military Hardware
- Software Interfaces