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Head of Customer Success

Defense Unicorns

Defense Unicorns

Customer Service, Sales & Business Development
Remote
Posted on Thursday, June 6, 2024

Role Description:

As the Mission Operations Manager for Defense Unicorns, you will lead a team that builds proficiency in deploying our Mission Capabilities across multiple technical baselines. The Mission Operations team will be the primary group responsible for the Service Level Agreements (SLAs) for our Defense Unicorns Mission Capabilities and will need to be postured for on-call support. This team will train and set up Mission Heroes (customers) for initial deployment success and on-going upgrade support. Given those interactions, this team will often serve as the first point of contact when our Mission Heroes need support with the deployment/upgrade of our Products.

This position is for a newly established team that needs to define its interactions with other pieces of the organization. You, along with the Delivery Effort Mission Manager, will work across Departments to ensure our Heroes have the best experience and we can drive engineering efficiencies.

Level: Senior-Staff

Travel Expectations: 10-25%

Responsibilities:

  • Please note, this position will require providing on-call support for our Service Level Agreements (SLAs).
  • Serves as Manager for the Mission Operations team
    • Lead the team to become proficient in deploying our capabilities across multiple baselines through iterative improvements to reusability and automation
    • Fulfill our SLAs and provide the best support experience that our users have ever encountered
    • Help define a system for work tracking and execution that provides transparency
    • Serve as the Account Manager for Heroes who do not utilize any Your App Your Environment (YAYE) subscriptions
    • Collaborate with Engineering Director to establish a technical roadmap for mission outcomes and SLA fulfillment, and facilitate feedback from Delivery to Product (productized services)
    • Share and facilitate feedback from Delivery segment with Product segment regarding Defense Unicorns’ OSS projects and capabilities
    • Follow company best practices in strategies for building Delivery solutions (ex. bundling pattern for Packages)
    • Balance priorities from users, customers, stakeholders, and the team to deliver mission value in a scalable way
  • Fosters an environment for Unicorn growth, mentorship, and coaching within the team
  • Fosters an environment for Defense Unicorns values and principles to thrive
  • Understands potential inbound work from our Opportunities and coordinates with other Delivery Leads to efficiently support
  • Help onboard new Delivery engineers, getting them up to speed on our open source projects, our marketed capabilities, and engineering best practices and lessons learned
  • Serve as Portfolio Lead for Mission Operations, owning the Unicorn Guarantee:
    • Ensure 100% SLA coverage by ensuring delivery of Mission Outcomes, and uses that success to drive further efficiency improvements
    • Collaborate strategically with Product and Growth departments to propel Defense Unicorns capability-driven growth
    • Stay in tune with Defense Unicorns’ marketable and marketed capabilities, and communicate their value proposition to current and prospective Heroes
  • Translate and communicate the strategic roadmap as it relates to mission outcomes to internal Defense Unicorns resources, including the engineering team, as well as external implementation partners
  • Support resource and financial planning against the strategic roadmap, producing inputs and proposals for overall company financial and resource management plans
  • Identify and execute on partnerships to support delivery against the roadmap; coordinate closely with other Delivery Leads to produce inputs for teaming agreements, subcontracts, and proposals
  • Supervise Vertical Leads and Delivery Engagement Mission Managers within assigned domain
  • Serve as a business leader within the company, evolving our communication, processes, and effectiveness

The listed responsibilities are not exhaustive and additional responsibilities may be assigned based on the evolving needs of the organization. We are seeking a dynamic individual who is able to adapt and take on new responsibilities as they arise.

Preferred Experience and Qualifications:

  • Proficient in Mission Hero (customer) expectation management and active communication
  • Proficient in translating pain points to root cause problems and working with engineers to troubleshoot issues to get our Heroes’ environments back up and running
  • Proficient in modern software development processes and practices, including DevSecOps, Continuous Delivery, and User-Centered Design
    • Expertise with modern software development processes and practices, including DevSecOps, Continuous Delivery, User-Centered Design, and Value Stream Architecture, and varying Agile frameworks; able to apply and adapt principles and ceremonies from different frameworks to suit the team, the product, and the mission objectives
  • Experience managing cross functional engineering teams
  • Experience leading a team that support SLAs, including on call rotations and triage (if necessary)
  • Experience running and evolving training sessions for engineers with varying skill levels so they can easily get up to speed on Defense Unicorns technology
  • Experience building an operating budget for a team and executing on that budget to deliver organizational objectives defined for the team
  • Experience defining the scope of a team and its organizational interactions to deliver on defined organizational objectives
  • Skilled in expectation management across different personas
  • Experience and passion for software delivery for Mission Success within the tech industry or Department of Defense
  • Hold a security clearance/Eligible to apply for a security clearance.
  • Familiarity with federal government contracts and different personas involved to deliver value
  • Exhibit enough technical depth to understand architectural decisions and translate in a way that stakeholders, users, and the team can understand and be aligned on
  • Ability to work independently and collaboratively in a remote team environment
  • Results-driven mindset with a focus on achieving and exceeding targets
  • Exceptional communication skills, both written and verbal
  • Strong analytical skills and ability to translate data into actionable insights

Full compensation packages are based on candidate experience. Compensation ranges are established using national benchmarking data and apply across all geographic locations within the United States.

Remote - USA
$138,068$255,831 USD

Who We Are

Defense Unicorns delivers mission value by streamlining software delivery so our customers can focus on the most important challenges. We share a vision of freedom and security for the advancement of progress and innovation. Our commitment to this vision, and to our mission-driven customers, means a commitment to speed, user experience and optionality, without compromising security. Our team is composed of innovators, software engineers, and veterans with decades of experience delivering technology programs across the federal market.

What We Do

We create and deliver secure solutions for continuous software integration and delivery. Defense Unicorns consolidates the best practices for security pipelines, testing, and deployment automation in order to meet the high security requirements valued by mission owners. Our solutions are agnostic by design and we believe that growing a robust ecosystem of secure, cloud-native software solutions can help enterprise customers inside and outside the federal market buy and integrate software more easily.

Who We Serve

Defense Unicorns’ customers are mission-focused leaders across public and private enterprises. We proudly support defense and civil agencies across the U.S. government and we work closely with the creators of leading-edge software solutions to deliver value to the mission-owner by improving the security and consumability of commercial software products.

What We Work On

  • Kubernetes
  • Cloud Environments (AWS/GCP and Azure)
  • Infrastructure-as-code (like Terraform/Pulumi)
  • Continuous Delivery and automation tooling
  • GitOps
  • Containers
  • CNCF projects and open source products and packages
  • Helm/Kustomize-Value Stream Mapping
  • Building and improving security delivery
  • Building Kubernetes and cloud native applications

Benefits Our Unicorns Enjoy

Health:

  • Medical/Dental/Vision
  • Premiums are 100% Company Paid
  • Health Reimbursement Account
  • Life Insurance
  • Disability Insurance

Financial:

  • 401k with Employer Contribution (Regardless of Employee Contribution)
  • Company Stock Options
  • Home Office Setup Budget

Leave:

  • Unlimited paid time off, with a mandatory 10 days off on top of 11 federal government holidays, week of Thanksgiving, last two weeks of December (including New Year’s Day)
  • Paid Parental Leave

Learning:

  • Reimbursement for approved trainings/subscriptions
  • Conferences (travel, lodging, and fees)

Defense Unicorns is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

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