Overview As Senior Director of Operations & Sustainment, you will build and lead the post-delivery O&S organization to deploy, operate, maintain, and evolve Hivemind software and VIDAR hardware. You'll bridge Product Engineering, Customer Success, and Field Operations to sustain operational readiness and customer satisfaction while feeding insights back into product development. This hands-on leadership role focuses on scalable processes and rapid issue resolution to support a growing customer base. Your work shapes deployment, training, support, and continuous improvement across all Hivemind lines.
Compensation / Benefits- Bonus
- Benefits
- Equity
- Salary within range
- Career growth opportunities
- On-site work in Washington, DC
Responsibilities- Establish and run deployment, integration, and operational deployment efforts for HME software in customer environments
- Develop repeatable deployment methodologies, tools, and best practices to shorten timelines and improve outcomes
- Oversee training, documentation, and knowledge management for customers and field staff
- Lead sustaining engineering activities, track configurations/upgrades, and provide deployment support and issue resolution
- Drive rapid validation and testing for hardware repairs and software updates in customer environments
- Own customer support engineering, define triage processes, and set service level objectives
- Define operating procedures, governance, and engineering best practices across O&S
- Serve as cross-functional liaison between Engineering, PM, Customer Success, Forward Deployed Engineering, and Customer Support
- Translate customer feedback into product improvements and ensure sustainment capabilities scale with product growth
Key requirements- Bachelor's degree in Engineering, Computer Science, or related field
- 15+ years leading software operations, sustaining engineering, technical support, or product lifecycle teams
- Experience with government, defense, or mission-critical software systems
- Experience supporting sustainment or ILS for hardware-software products
- Proven ability to build operational organizations from scratch and establish scalable processes
- Strong systems engineering mindset and cross-functional leadership
- Excellent communication and stakeholder management skills
- Excellent communication
- Stakeholder management
- Cross-functional leadership
- AI/ML platforms or autonomous systems experience
- SDKs, APIs, or developer platforms
- Experience with both commercial software and customized customer solutions
