Product Operations Lead, Homeland Security

Anduril • Irvine, CA

9d • $101,000 - $135,000

About The Position

Anduril is seeking a Product Operations Lead to own support delivery for its Department of Homeland Security accounts, principally U.S. Customs and Border Protection (CBP) and the U.S. Coast Guard (USCG). The role manages and mentors Product Operations Technical Specialists while maintaining the technical scope of their work, setting standards for incident triage, root-cause analysis, and containment across complex electromechanical systems. The lead drives fleet reliability, customer satisfaction, and operational excellence across deployments, with an emphasis on real-time response across multiple platforms and organizations.

The role serves as the escalation point for complex issues, manages staffing and on-call coverage, and acts as the point of contact for customer product operations. It combines knowledge of customer missions, Anduril products, and system integrations with hands-on incident response and hardware maintenance. The lead also improves fleet observability and processes, and authors product-specific knowledge base articles and standard operating procedures for end-user triage.

Requirements

• At least 4 years of experience in product operations, technical support, or a similar operational environment, including hands-on support of complex hardware systems, networks, and related technologies.
• Bachelor's degree in engineering, computer science, business administration, or a related field, or equivalent hands-on technical experience such as military, industrial, or field support.
• Demonstrated experience managing, coaching, or mentoring technical team members, with a focus on professional development and operational excellence.
• Strong problem-solving ability in unstructured situations at the interface of hardware, software, and networking, including driving challenging and ambiguous technical problems to clarity and resolution.
• Ability to master a technical system and support it in operational environments, with a strong sense of ownership and self-sufficiency across the system.
• Excellent written, visual, and verbal communication skills; comfort briefing senior customer stakeholders and navigating ambiguity.
• Strong attention to detail and high standards for customer service.
• Eligibility to obtain and maintain an active U.S. Secret security clearance.
• Ability to travel as needed to support customer operations and test events.

Nice To Haves

• Active U.S. Secret clearance, or a prior U.S. security clearance or DHS background investigation.
• Prior military, DoD civilian, or government agency experience, particularly in a customer-facing role.
• Experience with observability tools such as DataDog, Grafana, or Palantir Foundry; exposure to software development tools such as Git.
• Experience with ticketing systems and managing a ticket queue, such as Salesforce, Jira, or ServiceNow.
• Experience with on-call support operations and limited-risk-tolerance production environments.
• Familiarity with U.S. military hardware and software interfaces.
• Willingness to work non-standard hours and weekends.
• Customer or technical support experience focused on final-tier customer concerns.

Responsibilities

• Manage, coach, and mentor Product Operations Technical Specialists; own team performance and professional development.
• Set standards for how the team triages, diagnoses, and resolves incidents.
• Serve as the escalation point for issues across DHS accounts and provide expert guidance on complex incidents.
• Manage staffing levels and on-call rotations to maintain operational coverage across DHS accounts.
• Serve as the product operations point of contact for CBP and USCG; conduct proactive communications and status briefings and coordinate internal teams to resolve cross-functional issues.
• Maintain the health of deployed assets by applying knowledge of DHS customer missions, Anduril products, and system integrations; proactively identify risks to fleet reliability and customer satisfaction.
• Triage, diagnose, and identify root causes of product incidents; manage tickets from intake through closure and drive postmortem actions and status visibility through resolution.
• Assess and improve fleet observability and telemetry in partnership with product teams; propose process and product improvements based on customer feedback and metrics or analytics.
• Perform maintenance on Anduril hardware using Linux command-line tools and workflows.
• Author and issue product-specific knowledge base articles and standard operating procedures for end-user triage.

Benefits

• Highly competitive equity grants are included in the majority of full-time offers and are considered part of total compensation.
• Top-tier benefits for full-time employees, described as a comprehensive, competitive package available at little to no cost to employees.

What This Job Offers

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