Description
We are looking for a Product Operations Lead to own support delivery for Anduril's Department of Homeland Security accounts, principally U.S. Customs and Border Protection (CBP) and the U.S. Coast Guard (USCG).
You will manage and mentor a team of Product Operations Technical Specialists while carrying the same technical scope they work daily, setting the standard for how incidents are triaged, root caused, and contained across complex electromechanical systems.
Responsibilities:
- Lead the Team: Manage and mentor a team of Product Operations Technical Specialists, owning performance, coaching, and professional development, and set the standard for how the team triages, diagnoses, and resolves incidents.
- Own the Escalation Path: Serve as the escalation point for issues across the DHS accounts, providing expert guidance on the most complex incidents.
- Maintain Operational Readiness: Manage staffing levels and on-call rotations so coverage holds across the DHS accounts.
- Own the Customer Relationship: Act as the point of contact for CBP and USCG product operations, running proactive communications, status briefings, and detail-oriented execution, and coordinating across internal teams to resolve cross-functional issues.
- Sustain the Fleet: Combine an understanding of DHS customers' missions with deep familiarity of our products and system integrations to keep deployed assets healthy, proactively identifying risks to fleet reliability and customer satisfaction.
- Resolve Incidents: Triage, diagnose, and root cause product incidents, managing the ticket queue from intake to closure, and drive postmortem actions including providing status visibility through resolution.
- Improve Observability and Process: Consistently assess and improve the quality of the fleet's observability and telemetry in partnership with product teams, and propose process and product improvements based on customer feedback and available metrics/analytics.
- Maintain Hardware: Perform maintenance on Anduril hardware through the use of Linux command line tools and workflows.
- Build the Playbook: Author and issue product-specific knowledge base articles and standard operating procedures (SOPs) for end-user triaging.
Required Qualifications:
- Proven Technical Experience: 4+ years of experience in product operations, technical support, or a similar operational environment, including hands-on support of complex hardware systems, networks, and related technologies.
- Education: Bachelor's degree in engineering, computer science, business administration, or a related field, OR equivalent hands-on technical experience (military, industrial, or field support).
- Leadership & Mentorship: Demonstrated experience managing, coaching, or mentoring technical team members, with a focus on professional development and operational excellence.
- Problem-Solving Mindset: Strong aptitude for problem solving in unstructured situations at the interface of hardware, software, and networking, and the ability to drive challenging and vague technical problems to clarity and resolution.
- System Ownership: Proven ability to master a technical system and support it in operational environments. Must demonstrate an innate drive to take ownership and be self-sufficient across the depth and breadth of the technical system.
- Communication: Excellent written, visual, and verbal communication skills, comfort briefing senior customer stakeholders, and confidence navigating ambiguity and crafting new ways of doing things.
- Customer Focus: Extremely detail oriented, with a high bar for customer service.
- Clearance: Eligible to obtain and maintain an active U.S. Secret security clearance.
- Travel: Ability to travel as needed to support customer operations and test events.
Benefits: Anduril offers top-tier benefits for full-time employees, including a comprehensive, competitive benefits package (available at little to no cost to employees) that ensures you're supported in health, recovery, and whatever comes next.