Hivemind Operations & Sustainment Leader

Shield AI; Washington; On-site; USD 250,000 - 370,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Shield AI seeks a Senior Director of Operations & Sustainment to build and lead the post-delivery ecosystem for Hivemind VIDAR/HME/HMS products. You will bridge Product Engineering, Customer Success, and Field Ops to ensure deployment, operation, and continuous improvement across customer environments.

You will establish scalable processes, triage, training, and knowledge management while driving reliability, performance, and customer satisfaction in a hands-on leadership role.

Qualifications

• Bachelor’s degree in engineering, CS, or related field.
• 15+ years leading software operations, sustaining engineering, or product lifecycle teams.
• Experience with government/defense or mission-critical software.
• Experience sustaining hardware and software products.
• Proven success building operational organizations from the ground up.
• Strong systems engineering mindset with scalable processes.
• Experience leading cross-functional technical teams through complex issues.
• Excellent communication and stakeholder management.

Responsibilities

• Establish the Ops & Sustainment organization and rev up processes, tools, and governance.
• Oversee product deployment, integration, and customer-ready software/hardware readiness.
• Own training, documentation, and knowledge management for customers and field teams.
• Lead sustaining engineering, configuration tracking, and issue resolution across products.
• Drive test & evaluation, rapid validation, and hardware/software updates.
• Run Customer Support Engineering with triage, SLAs, and knowledge capture.
• Build operational metrics dashboards and continuous improvement initiatives.
• Serve as cross-functional liaison between Engineering, PM, Customer Success, and Field Ops.

Skills

Senior leadership

Leadership experience

Systems engineering mindset

Cross-functional leadership

Communication

Stakeholder management

Defense/government software experience

Product lifecycle knowledge

Operational excellence

Education

Bachelor’s degree in Engineering, Computer Science, or related technical field

Tools

SDKs/APIs experience

Developer platforms familiarity

Job description

Shield AI seeks a Senior Director of Operations & Sustainment to build and lead the post-delivery ecosystem for Hivemind VIDAR/HME/HMS products. You will bridge Product Engineering, Customer Success, and Field Ops to ensure deployment, operation, and continuous improvement across customer environments.

You will establish scalable processes, triage, training, and knowledge management while driving reliability, performance, and customer satisfaction in a hands-on leadership role.