Mission Support Center Product Manager

BlackSea Technologies is hiring a Mission Support Center Product Manager to build and continuously improve a centralized operational support capability. This onsite role in Baltimore, MD helps ensure responsive support and mission availability by aligning service design, people readiness, tools, and measurable performance across programs.

The Mission Support Center (MSC) Product Manager owns the end-to-end product approach for operational support: defining who the service is for, what services are delivered, how the center operates, and how results are measured. You will oversee watchbill staffing and readiness, coordinate training and tooling, and lead service improvements based on operational demand and user feedback.

What you’ll do

• Define the MSC service portfolio, operating model, roadmap, and a prioritized improvement backlog across company programs.
• Manage assigned watchstanders and coordinate coverage from other departments, including qualifications, shift assignments, handoffs, and backup arrangements.
• Develop onboarding, qualification standards, recurring training, exercises, and proficiency assessments in partnership with technical SMEs.
• Set requirements for communications, issue tracking, dashboards, knowledge resources, and remote diagnostic tools, coordinating 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, connecting watchstanders with technical and program authorities.
• Track support demand, response and resolution times, recurring issues, coverage gaps, and user feedback to drive service improvements.
• Forecast staffing, training, tooling, and funding needs, then recommend investments and communicate constraints to leadership.
• Establish service expectations and priorities with program leaders, accounting for competing demands and surge requirements.
• Coach assigned personnel, assess performance, and coordinate development with functional managers for temporary watchstanders.

What you bring

• 5+ years of experience in operational support, technical service delivery, field operations, product management, or a related discipline, including team leadership.
• A Bachelor’s degree in business, engineering, information systems, operations management, or a related field. Equivalent experience may be considered.
• Ability to translate user needs into service requirements, priorities, procedures, and measurable outcomes.
• Experience coordinating staffing, schedules, training, and technical resources across teams.
• Working knowledge of issue tracking, troubleshooting workflows, knowledge management, and performance reporting.
• Strong communication, organization, and decision-making skills in 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.
• U.S. citizenship and ability to obtain and maintain a U.S. Government security clearance.

Role details

• Location: Baltimore, MD (onsite); CONUS and OCONUS travel as required
• Salary range: $105,700 to $131,500 per year
• Job type: Full-Time, Exempt

Preferred (not required)

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