Senior Director of Field Operations
Dragos Inc., United States

• Lead the team responsible for planning and implementation of the Dragos Platform in customers environments, overseeing resource management, project delivery and operational success metrics
• Monitor the quality of services and customer satisfaction for all projects delivered
• Identify and develop programs to accelerate Platform usage and adoption
• Develop methods to bridge the gap between onsite training, and advanced LMS and 5-day training programs
• Be accountable for financial goals and metrics including bookings, revenue, gross margin and utilization
• Own operational metrics such as time-to-value, customer satisfaction and on-time completion of projects
• Build and scale global operations (i.e., people, process, systems and tools) to deliver a best-in-class customer experience while building effective and efficient delivery methodologies, and identifying continuous improvements
• Develop and manage the partner strategy and ecosystem in partnership with our Channel team to maintain a global network of certified partners that deliver with consistent quality
• Be ready to step in, manage customer expectations, and locate cross functional team members to resolve customer snarls; work together with other business leaders toward a common goal of strong customer relationships, excellent support and customer satisfaction
• Act as an evangelist for Field Operations, assisting Sales with selling and serving as an executive sponsor for our strategic customers
• Work with Engineering and Product management to prioritize issue escalation and customer enhancement requests
• Assist Dragos Intel and Threat Operations Center on projects
• Drive technical documentation and content for internal and customer consumption

• 7+ years of proven experience leading and managing a field operations team of 20+ people in a fast-paced, growing company
• 5 years’ experience in industry (i.e. controls engineer) or InfoSec (ICS cyber security experience ideal)
• Experience managing delivery partners
• Demonstrated experience building and scaling a field operations team with accountability for financial targets
• 5 years’ experience with a subscription-based business model, delivering on-premises and SaaS solutions
• Must have a good understanding of IP networks, OSI model, Purdue model, ICS protocols
• Experience with Linux (command line), CENTOS, Docker, scripting languages (python shell, etc.) preferred
• Experienced with software development lifecycle and frameworks (i.e., SDLC, agile), software development tools, technologies, and/or cloud platforms (AWS)
• Must have excellent communication skills and good customer-facing demeanor and understand how to set customer expectations
• Ability to be serve customers according to Dragos values
• Ability to travel up to 20%

• Completion of initiatives to improve quality, reliability and repeatability of services
• Financial success for the field operations organization (i.e., bookings, revenue, project and gross margin, revenue per employee and billable employee)
• Delivery metrics (i.e., customer satisfaction, on-time delivery, utilization)

Job Rewards and Benefits