Product Operations Manager, Help Desk

ABOUT THE TEAM 

The Product Operations team is responsible for maintaining the health of our deployed assets across different products and business lines. Our core functions span everything from issue intake and triage to resolution and optimization. We do this by providing a suite of capabilities including managing customer relationships, fleet observability and monitoring, and data analytics. We work within a broader sustainment ecosystem that includes many functional teams across a business line, including Program Management, Engineering, Mission Operations, and Deployments. This team is a crucial component of ensuring customer and mission success, and plays a critical role in shaping how Anduril continues to execute its mission of providing cutting-edge capabilities to the United States and its allies.

ABOUT THE ROLE

We are looking for a Product Operations Manager to supercharge our Help Desk operations and join our rapidly growing team in Costa Mesa, CA. In this role, you will work within the Product Operations organization to help develop and manage a team of mission driven customer support associates. You will help build a best-in-class, 24-7 customer support organization to effectively support our deployed assets across different product lines and customers. 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. If you are passionate about ground-breaking technology, contributing to the national security mission, and interacting alongside professionals that span a wide-range of discipline, Anduril is interested in speaking with you.

What You’ll Do

• Own the Product Operations Help Desk function from cradle to grave with responsibility for the entire lifecycle
• Develop and train a team of customer success associates to take extreme ownership of projects, from definition, to solution and implementation
• Handle ambiguous, messy problems with little prescription on how to solve them. If this does not excite you, this is not the role for you.
• Work on strategic problems, providing structure and shepherding cross-functional groups of stakeholders towards decisions on strategic issues. You will leverage critical thinking to detail implications and tradeoffs of decisions without losing sight of the simple “so what”
• Identify organizational gaps and problems through an intimate, tactical-level understanding of the team’s operations, then build consensus and resources to solve these gaps
• Weaponize the large amounts of data collected to create insights that drive business decisions
• Execute ad hoc projects with internal and cross-functional teams to support critical operational and financial decision making
• Propose process and product improvements based on customer feedback and available metrics/analytics

REQUIRED QUALIFICATIONS

• Demonstrated experience as a self-starter, able to find and resolve issues on your own.
• 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.
• Proven ability to master a technical system and support it in production operational environments. Must demonstrate an innate drive to be self-sufficient across the depth and breadth of a technical system.
• Daily practice of excellence and rigor - you execute the 100th rep of a process with the same focus and care as the first five reps.
• Confident with navigating ambiguity and crafting new ways of doing things.
• Excellent written, visual, and verbal communication skills.
• Must be able to obtain and hold a U.S. security clearance; Holding clearances or Background Investigations in the past a plus.

PREFERRED QUALIFICATIONS

• 3+ years of customer/technical support experience with a focus on final-tier customer concern support.
• Experience managing customer help desk/call centers operations in a face-paced and highly technical environment with proven people leadership skills
• Experience with Salesforce Service Cloud/Desk or similar Support/Contact Center platforms
• Experience with on-call support operations and working in limited risk tolerance production environments.
• Experience with observability tooling such as DataDog, Grafana, and Victor Ops; exposure to software development tooling such as Git and Jira.
• 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 (flexible 8 hour morning shift between 6am-3pm).