[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.

Responsibilities

• Lead the strategy, execution, and continuous improvement of all technical demonstrations for prospective and existing customers
• Ensure demonstration teams can articulate technical capabilities, operational value, and mission impact with clarity and credibility
• Partner with Product, Engineering, and Growth teams to tailor demonstrations to customer needs and evolving mission profiles
• Build repeatable, scalable demonstration frameworks that accelerate customer understanding and adoption
• Build and lead Hidden Level’s Mission Operations function, responsible for planning, deploying, and sustaining mission critical systems in the field
• Develop operational playbooks, readiness standards, and deployment methodologies that ensure reliability, safety, and mission success
• Oversee realtime mission support, including monitoring, troubleshooting, and coordination with internal and external stakeholders
• Establish performance metrics and operational KPIs that reflect mission effectiveness and system availability
• Collaborate closely with Programs, Operations, and Product teams to ensure seamless integration from development to deployment to sustainment
• Design and oversee onboarding processes that ensure rapid time to value and operational readiness
• Drive proactive engagement strategies that deepen customer usage, satisfaction, and mission integration
• Build scalable support structures that ensure timely, high-quality responses to customer needs
• Define and monitor customer health metrics, ensuring customers achieve measurable mission outcomes
• Cultivate strong executive level relationships and develop customers into longterm partners and advocates
• Identify opportunities for expansion, renewals, and increased mission footprint in partnership with the CSGO and Growth teams
• Capture customer feedback and operational insights to inform product roadmaps, operational improvements, and strategic planning
• Serve as a key partner to VP of Growth and VP of Product, ensuring alignment between customer needs, product strategy, and market expansion
• Work closely with VP of Programs to ensure programmatic execution aligns with mission and customer success objectives
• Collaborate with the VP of Operations to ensure supply chain, manufacturing, and delivery processes support mission readiness and customer timelines
• Represent Mission Operations & Customer Success in executive forums, strategic planning, and companywide initiatives

Skills

• 12+ years of experience in mission operations, customer success, technical operations, or related fields
• Proven leadership in highstakes, mission critical environments (e.g., defense, aerospace, national security, advanced technology)
• Demonstrated success building and scaling operational or customer facing organizations
• Strong technical acumen with the ability to translate complex systems into operational value
• Exceptional communication, executive presence, and relationship building skills
• Experience working crossfunctionally with product, engineering, operations, and growth teams
• Experience in dualuse technology, sensing systems, autonomy, or similar domains
• Background in both early-stage environments and scaled operational organizations
• Familiarity with government, defense, or public sector procurement and deployment cycles

Benefits

• Health insurance
• Paid parental leave
• Flexible time off
• 401(k) with employer contributions
• Life insurance
• Disability insurance
• Potential stock options

Company Overview