Product Operations Manager, Ghost

Team Overview

Ghost is Anduril’s UAS platform - an expeditionary and modular system that delivers autonomy at the tactical edge. As a Product Operations Manager for Ghost, your mission is to to train users and do whatever it takes to maintain the health of our deployed assets. You will help build a formal training program for end users and internal operators of the Ghost system. You will be responsible for identifying, triaging, escalating, and managing resolution of all incidents across our fleet of systems. You should have an aptitude for building order and process and an appetite for debugging, rapid resolution, and root-causing complex issues on electromechanical systems. If you are passionate about ground-breaking technology, contributing to the national security mission, interacting alongside professionals that span a wide-range of disciplines, and providing best-in-class product operations oversight, Anduril is interested in speaking with you.

What You’ll Do

• Sustain Anduril’s Ghost deployments by combining an understanding of our customers’ missions with familiarity of our products and integrations
• Triage, diagnose and root cause product incidents, and driving postmortem actions including providing status visibility through resolution. Then abstract incidents and optimize wider system and product reliability. This will include conducting log reviews and diagnostics as well as utilizing Linux, command line tools, and NIXOS for system management and issue resolution
• Consistently assess and ratchet up the quality of the fleet’s observability and telemetry in partnership with product teams
• Build system and process to enhance observability and issue resolution. This includes building wider communication channels for proactive announcements including service bulletins, feature releases, and software upgrades
• Support Anduril’s global customers through proactive communications and detail-oriented execution. You will track and manage customer-facing incidents and concerns, ensuring timely resolution.
• Propose process and product improvements based on customer feedback and available metrics/analytics
• Maintain current knowledge of product specifications and configurations deployed to customers. You may also generate high quality technical documentation presentable to executives and customers.
• Travel as required, potentially frequently, to support customer needs and operations.

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

• Experience with observability tooling such as DataDog, Grafana, and Victor Ops; exposure to software development tooling such as Git and Jira.
• Experience with on-call support operations and working in limited risk tolerance production environments.
• Government agency experience preferred.
• Willingness to work non-standard hours and weekends (flexible 8 hour morning shift between 6am-3pm).
• 3+ years of customer/technical support experience with a focus on final-tier customer concern support.