Director of Service Operations

About This Role

This role is responsible for building, scaling, and operating uAvionix’s Aviation Networks Operations & Maintenance organization. This includes end-to-end post-deployment service delivery, ensuring high availability, SLA compliance, and an excellent customer experience. The Director will lead the transition to a mature, tiered O&M organization centered around a 24x7 Virtual Network Operations Center (VNOC).

Responsibilities

• 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
• Coordinate an interdepartmental team to complete assigned projects on time, to specifications, and with accuracy and efficiency
• Stand up and operate a 24x7 Virtual Network Operations Center leveraging internal staff and third‑party call center augmentation
• Define clear Tier 1 / Tier 2 / Tier 3 roles, responsibilities, and escalation thresholds based on issue severity and operational impact
• Coordinate Tier 2 Field Operations and Implementation resources responsible for on‑site support, maintenance, and installations
• Develop and manage preventative maintenance programs to reduce outages and service interruptions
• Define requirements and roadmap for O&M tooling, including monitoring systems, remote access tools, ticketing systems, and live knowledge bases
• Ensure customers receive timely, accurate, and appropriate communication based on issue severity and contractual requirements

Requirements

• Proven leadership experience building and operating service, support, or operations organizations at scale
• Strong understanding of tiered support models, NOCs/VNOCs, and SLA‑driven service environments
• Excellent verbal and written communication skills, including executive‑level and customer‑facing communications
• Strong analytical skills with the ability to interpret operational data, identify trends, and drive improvements
• Experience implementing operational tools such as monitoring platforms, ticketing systems, and reporting dashboards
• Ability to balance strategic planning with hands‑on operational execution in a fast‑paced environment
• Comfort operating in regulated, safety‑critical environments
• Strong project management skills with experience in implementation, deployment, or customer success roles
• Ability to pass background checks to obtain security clearance from Department of Transportation for access to airport facilities and sensitive information

Qualifications

• Associate’s or Bachelor’s degree in Engineering, IT, Networking, Aviation, Operations Management, or a related field preferred
• Minimum 8-12 years of experience in years of progressive experience in service operations, technical support, network operations, or field services.

Nice to Have

• Project management certification (PMP or equivalent)
• Prior experience supporting aviation, ATC/ATM, telecommunications, IoT, or mission‑critical infrastructure
• Experience working with government customers and SLA‑based contracts