[Remote] VP, Mission Operations & Customer Success

Note: The job is a remote job and is open to candidates in USA. Hidden Level is building the future of airspace awareness through cutting-edge RF sensing technology. The VP of Mission Operations & Customer Success will oversee the full lifecycle of customer engagement, ensuring operational excellence and measurable mission outcomes while leading various teams and processes.ResponsibilitiesLead the strategy, execution, and continuous improvement of all technical demonstrations for prospective and existing customersEnsure demonstration teams can articulate technical capabilities, operational value, and mission impact with clarity and credibilityPartner with Product, Engineering, and Growth teams to tailor demonstrations to customer needs and evolving mission profilesBuild repeatable, scalable demonstration frameworks that accelerate customer understanding and adoptionBuild and lead Hidden Level’s Mission Operations function, responsible for planning, deploying, and sustaining mission critical systems in the fieldDevelop operational playbooks, readiness standards, and deployment methodologies that ensure reliability, safety, and mission successOversee realtime mission support, including monitoring, troubleshooting, and coordination with internal and external stakeholdersEstablish performance metrics and operational KPIs that reflect mission effectiveness and system availabilityCollaborate closely with Programs, Operations, and Product teams to ensure seamless integration from development to deployment to sustainmentDesign and oversee onboarding processes that ensure rapid time to value and operational readinessDrive proactive engagement strategies that deepen customer usage, satisfaction, and mission integrationBuild scalable support structures that ensure timely, high-quality responses to customer needsDefine and monitor customer health metrics, ensuring customers achieve measurable mission outcomesCultivate strong executive level relationships and develop customers into longterm partners and advocatesIdentify opportunities for expansion, renewals, and increased mission footprint in partnership with the CSGO and Growth teamsCapture customer feedback and operational insights to inform product roadmaps, operational improvements, and strategic planningServe as a key partner to VP of Growth and VP of Product, ensuring alignment between customer needs, product strategy, and market expansionWork closely with VP of Programs to ensure programmatic execution aligns with mission and customer success objectivesCollaborate with the VP of Operations to ensure supply chain, manufacturing, and delivery processes support mission readiness and customer timelinesRepresent Mission Operations & Customer Success in executive forums, strategic planning, and companywide initiativesSkills12+ years of experience in mission operations, customer success, technical operations, or related fieldsProven leadership in highstakes, mission critical environments (e.g., defense, aerospace, national security, advanced technology)Demonstrated success building and scaling operational or customer facing organizationsStrong technical acumen with the ability to translate complex systems into operational valueExceptional communication, executive presence, and relationship building skillsExperience working crossfunctionally with product, engineering, operations, and growth teamsExperience in dualuse technology, sensing systems, autonomy, or similar domainsBackground in both early-stage environments and scaled operational organizationsFamiliarity with government, defense, or public sector procurement and deployment cyclesBenefitsHealth insurancePaid parental leaveFlexible time off401(k) with employer contributionsLife insuranceDisability insurancePotential stock optionsCompany OverviewHidden Level provides airspace monitoring and drone detection technologies for infrastructure and address national security threats. It was founded in 2018, and is headquartered in Syracuse, New York, USA, with a workforce of 51-200 employees. Its website is https://www.hiddenlevel.com.