Director of Service Operations

Job Title:

Director of Service Operations

Department:
Revenue (Focus Area: Aviation Networks)

Reports To:

Vice President, Customer Experience

Location:

Leesburg Virginia or Columbia Falls MT

Position Type:
Full Time, Salaried, Exempt

uAvionix is an agile and disruptive aviation hardware and services organization driven to change the face of airspace integration. We deliver innovative surveillance, networking, and situational awareness solutions that enable safe integration of crewed and uncrewed aircraft into the National Airspace System.

The Director of Service Operations (DSO) is a new role responsible for building, scaling, and operating uAvionix’s Aviation Networks Operations & Maintenance (O&M) organization. This role owns end‑to‑end post‑deployment service delivery for airport, Air Traffic Control (ATC), Air Traffic Management (ATM), and Uncrewed Aircraft Systems (UAS) network customers, ensuring high availability, Service Level Agreement (SLA) compliance, predictable cost structure, and an excellent customer experience.

The DSO will lead the transition from today’s reactive, engineering‑heavy support model to a mature, tiered O&M organization centered around a 24x7 Virtual Network Operations Center (VNOC), Tier 2 Field Operations, and Tier 3 Engineering escalation. This position is accountable for operational performance, tooling strategy, staffing models, cost transparency, and continuous improvement across a rapidly growing installed base (200+ customers anticipated).

• Establish and lead the Aviation Networks O&M organization Tier 1 VNOC, and coordinate with Tier 2 Field Operations, and Tier 3 Engineering escalation models.
• Define and execute the long‑term O&M strategy to support growth across FAA SAI Blocks, APRT deployments, Part 146 customers, and other Aviation Network services.
• Own service delivery outcomes including uptime, SLA compliance, response times, customer satisfaction, and operational cost efficiency.
• Serve as the executive point of accountability for post‑deployment customer operations and support.
• Support the implementation team throughout the implementation process, supporting a smooth and efficient deployment, and ensuring an efficient transition to O&M.
• Provide training and support to customers.

• Coordinate an interdepartmental team to complete assigned projects on time, to specifications, and with accuracy and efficiency.
• Outline the tasks involved in the project and delegate accordingly.
• Support cost analysis, estimating expected costs for the project.
• Conduct risk assessments; report identified risks to management; provide recommendations for mitigation of risk (including termination of the project if appropriate).
• Perform other related duties as assigned.

• Stand up and operate a 24x7 Virtual Network Operations Center leveraging internal staff and third‑party call center augmentation (e.g., Answer First).
• Define VNOC staffing models, schedules, escalation procedures, and cross‑training requirements.
• Ensure VNOC personnel are equipped to proactively monitor systems, respond to alarms, manage tickets, and communicate effectively with customers.
• Oversee development and use of dashboards, alerts, and automated SLA reporting.

• Define clear Tier 1 / Tier 2 / Tier 3 roles, responsibilities, and escalation thresholds based on issue severity and operational impact.
• Reduce reliance on Tier 3 Engineering by enabling Tier 1 and Tier 2 teams with better tools, documentation, and training.
• Ensure engineering escalation is reserved for complex issues, root cause analysis, and requalification or recertification activities.
• Establish and maintain call trees and communication escalation paths aligned with customer SLAs.

• Coordinate Tier 2 Field Operations and Implementation resources responsible for on‑site support, maintenance, and installations.
• Ensure best practices for site installations, documentation, and as‑fielded configurations are defined, enforced, and continuously improved.
• De…