Product Manager

Aevex • Baltimore, MD

1d • Onsite

About The Position

The Mission Support Center (MSC) Product Manager owns the development, delivery, and improvement of the company’s centralized operational support capability. Treating the MSC as a product, the manager defines its users, services, roadmap, and performance measures to support deployed teams, customers, and program leadership across company operations. The role integrates watchbill personnel, training, tooling, and procedures into a dependable support service, establishing coverage, qualifying watchstanders, coordinating technical reachback, and ensuring timely issue resolution or escalation.

The Product Manager works with Operations, Integrated Product Support, Engineering, IT, and program leaders to translate mission requirements and field feedback into improvements. The role establishes service expectations and balances operational demands with capability development. Success is measured through responsiveness, resolution effectiveness, watchstander readiness, user satisfaction, and contribution to mission availability.

This is an onsite position in Baltimore, Maryland, with CONUS and OCONUS travel. The position requires the ability to support a continuously operating center, including occasional nights, weekends, and surge periods, and willingness to travel to operational sites. A Secret DoD clearance must be obtainable or maintainable, and U.S. citizenship is required.

Requirements

• Bachelor’s degree in business, engineering, information systems, operations management, or a related field; equivalent experience may be considered.
• At least 5 years of experience in operational support, technical service delivery, field operations, product management, or a related discipline, including team leadership.
• Experience coordinating staffing, schedules, training, and technical resources across teams.
• Ability to translate user needs into service requirements, priorities, procedures, and measurable outcomes.
• Working knowledge of issue tracking, troubleshooting workflows, knowledge management, and performance reporting.
• Strong communication, organizational, and decision-making skills during time-sensitive situations.
• Ability to support a continuously operating center, including occasional nights, weekends, and surge periods.
• Willingness to travel to operational sites to assess support requirements and MSC effectiveness.
• Ability to obtain or maintain a Secret DoD clearance.
• U.S. citizenship required.
• Frequently required to sit and reach to use computers and other office equipment.

Nice To Haves

• Familiarity with unmanned systems, maritime operations, deployed sustainment, or government mission support.
• Familiarity with Jira, remote diagnostics, operational dashboards, and secure communications.
• Experience establishing or managing a mission support center, operations center, technical help desk, or comparable reachback service.
• Experience developing product roadmaps, managing improvement backlogs, and introducing services.
• Experience developing watchstander qualifications, incident escalation procedures, or continuity plans.

Responsibilities

• Define the MSC service portfolio, operating model, roadmap, and prioritized improvement backlog across company programs.
• Manage assigned watchstanders and coordinate personnel from other departments; establish coverage, qualifications, shift assignments, handoffs, and backup arrangements.
• Develop onboarding, qualification standards, recurring training, exercises, and proficiency assessments with technical subject-matter experts.
• Define requirements for communications, issue tracking, dashboards, knowledge resources, and remote diagnostic tools; coordinate implementation with IT and Engineering.
• Maintain procedures for receiving requests, troubleshooting, documenting actions, transferring watches, escalating issues, and communicating status.
• Coordinate support to operations, exercises, testing, and customer missions; connect watchstanders with technical and program authorities.
• Track support demand, response and resolution times, recurring issues, coverage gaps, and user feedback to improve services.
• Forecast staffing, training, tooling, and funding requirements; recommend investments and communicate constraints to leadership.
• Establish service expectations and priorities with program leaders, including competing demands and surge requirements.
• Coach assigned personnel, assess performance, and coordinate development with functional managers for temporary watchstanders.
• Perform other duties as required.
• Maintain regular and reliable attendance on a full-time basis or in accordance with the posted schedule.
• Exhibit professional behavior with internal and external business associates and align daily actions with company policies, department goals, and company culture.

Benefits

• 401(k) retirement plan.
• Medical, dental, vision, disability, and life insurance group coverage, with a portion of premiums paid by the company.
• Professional development funds.
• Employee Assistance Plan (EAP) with counseling, legal help, and child and elder care support, among other benefits for qualified employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior