Product Manager
Description
Work Arrangement
This is an onsite position in Baltimore, MD with CONUS and OCONUS travel.
Job Overview
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, this role defines its users, services, roadmap, and performance measures to support deployed teams, customers, and program leadership across company operations.
The manager integrates watchbill personnel, training, tooling, and procedures into a dependable support service. Responsibilities include establishing coverage, qualifying watchstanders, coordinating technical reachback, and ensuring timely issue resolution or escalation. The 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.
Essential Functions
- Product Strategy and Roadmap: Define the MSC service portfolio, operating model, roadmap, and prioritized improvement backlog across company programs.
- Watchbill Management: Manage assigned watchstanders and coordinate personnel from other departments; establish coverage, qualifications, shift assignments, handoffs, and backup arrangements.
- Training and Qualification: Develop onboarding, qualification standards, recurring training, exercises, and proficiency assessments with technical SMEs.
- Tooling and Information: Define requirements for communications, issue tracking, dashboards, knowledge resources, and remote diagnostic tools; coordinate implementation with IT and Engineering.
- Procedures and Escalation: Maintain procedures for receiving requests, troubleshooting, documenting actions, transferring watches, escalating issues, and communicating status.
- Operational Support: Coordinate support to operations, exercises, testing, and customer missions; connect watchstanders with technical and program authorities.
- Performance and Improvement: Track support demand, response and resolution times, recurring issues, coverage gaps, and user feedback to improve services.
- Resource Planning: Forecast staffing, training, tooling, and funding requirements; recommend investments and communicate constraints to leadership.
- Cross-Program Coordination: Establish service expectations and priorities with program leaders, including competing demands and surge requirements.
- Personnel Leadership: Coach assigned personnel, assess performance, and coordinate development with functional managers for temporary watchstanders.
- Perform other duties as required.
Standard Essential Functions
- Regular and reliable attendance on a full time basis [or in accordance with posted schedule].
- Responsible for exhibiting professional behavior with both internal and external business associates that reflects positively on the company and is consistent with the company's policies and practices.
- Embodies AEVEX’s cultural values and aligns daily actions with department goals and company culture.
Qualifications and Competencies
- 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.
- Familiarity with unmanned systems, maritime operations, deployed sustainment, or government mission support preferred.
- Familiarity with Jira, remote diagnostics, operational dashboards, and secure communications preferred.
Education / Certifications
- Bachelor’s degree in business, engineering, information systems, operations management, or a related field; equivalent experience may be considered.
Experience
- 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.
- Experience establishing or managing a mission support center, operations center, technical help desk, or comparable reachback service preferred.
- Experience developing product roadmaps, managing improvement backlogs, and introducing services preferred.
- Experience developing watchstander qualifications, incident escalation procedures, or continuity plans preferred.
Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties the employee is:
Frequently required to sit, and to reach to use computers and other office equipment
Security Clearance
- Ability to obtain/maintain a Secret DoD clearance, U.S. Citizenship required.
About AEVEX
AEVEX, headquartered in Solana Beach, California, supports the U.S. national security mission and partner nation needs around the world by providing full-spectrum aviation, remote sensing, and analysis solutions. The company's capabilities include custom design and engineering; rapid prototyping; sensor integration and sustainment; aircraft modification and certification; flight test instrumentation and support; mission operations service; advanced intelligence data processing, exploitation, and dissemination solutions; and tailored hardware and software mission-system tools. AEVEX uses agile and customized approaches to rapidly define, develop, and deliver specialized solutions for airborne special mission needs for the U.S. Government, partner nations, and commercial businesses. AEVEX has major offices in California, Florida, North Carolina, Ohio, and Virginia.
AEVEX provides a full suite of comprehensive benefits, including a 401(k)-retirement plan, comprehensive Medical, Dental, Vision, Disability and Life insurance group coverage with a portion of the premiums paid by the company, professional development funds, and an Employee Assistance Plan (EAP) with counseling, legal help, child and elder care support, among other benefits for qualified employees.
Recruitment Communication Notice: All official correspondence regarding your application, application status, interviews, or the AEVEX hiring process will come directly from an AEVEX representative using an @aevex.com email address or through Greenhouse, our applicant tracking system. Please use caution with communications claiming to represent AEVEX from other email domains, and always verify the sender before responding or providing personal information.
Equal Employment Opportunity:
AEVEX is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state and local laws.
Skills
As published by greenhouse · 16 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter
Short answers (4)
- Were you referred by an AEVEX employee?
- Please enter your ZIP Code
- What is your preferred name? optional
- Do you have any relatives or family members currently employed by AEVEX? If yes, please provide their name(s) and relationship. optional
Pick from a list (12)
- Is your most recent resume updated and included? (If not, please upload it)
- Do you hold an active U.S. Security Clearance?
- If you do NOT hold an active security clearance, are you capable of getting one? optional
- Are you currently a U.S. government military or civilian employee?
- If you answered yes, can you provide proof that you successfully completed the DOT return-to-duty requirements? optional
- If you are currently a U.S government military or civilian employee, and you have been participating in, supervising, or otherwise responsible for any pending government procurement or contract administration matter that does or might involve AEVEX Aerospace, have you informed your supervisor and your DAEO in writing of your employment discussions with AEVEX Aerospace? optional
- Are you authorized to work in the United States without sponsorship?
- Will you be able to provide proof of your identity and employment eligibility if you are hired?
- Have you disqualified or recused yourself from any further involvement in any AEVEX Aerospace matters?
- AEVEX Aerospace must comply with the export control laws and regulations of the United States. Under U.S. export control laws, restrictions apply to the release or disclosure within the United States of certain U.S.-origin technology or software source code to individuals who are not “U.S. Persons”. U.S. Persons include U.S. citizens, U.S. nationals, persons lawfully admitted for U.S. permanent residence (green card holders), and persons lawfully granted U.S. asylum or refugee status. For AEVEX Aerospace to ensure compliance with U.S. export control laws and regulations, please respond to the question posed below. Your response will be used solely to allow AEVEX Aerospace to ensure compliance with U.S. export control laws and regulations. To be considered for this position, you must be a U.S. Person or, if not, fall within a legally recognized export control exception or authorization. If hired, you must be able to provide valid proof of such status. Please indicate if you belong to one of the categories below: 1) U.S. Citizen 2) U.S. National 3) Lawful permanent resident – Form I-551 (green card) 4) Granted refugee status by the United States Government 5) Granted asylum status by the United States Government
- Are you a current employee of AEVEX Aerospace?
- CCPA Notification