Product Operations Lead, Tier 1

What you'll do

• Supervise and mentor Product Operations Associates to ensure effective performance.
• Develop Tier 1 scoped processes and runbooks for operational readiness.
• Create and implement process improvements based on customer feedback and metrics.
• Interface directly with customers to resolve complex issues across multiple platforms.
• Manage ticket flow, triage, and response through Salesforce’s Service Desk system.

What we're looking for

• Bachelor’s degree or equivalent experience in a related field
• 2-3 years of experience in Operations/Support Center or similar environment
• Experience supporting complex hardware systems and networks (military assets preferred)
• Strong customer service skills with attention to detail
• Secret security clearance required; previous clearances beneficial
• Familiarity with US military, hardware, software interfaces, and product operations