Sr. Manager, North American Field Operations

Experience leading and managing a team of field operations engineers/professional services engineers focused on hardware and software deployments. Must have relevant industry experience (i.e., InfoSec or preferably ICS/OT Cybersecurity). Should have a good understanding of IP networks, OSI model, Purdue model, ICS protocols; experience with Linux and scripting languages Ability to serve customers according to Dragos' values; must have excellent communication skills and good customer-facing demeanor, and understand how to set customer expectations. Experience managing delivery partners is a plus. Ability to travel up to 25%.

Lead the team responsible for planning and implementation of the Dragos Platform and other products in customers' environments, overseeing resource management, project delivery, and operational success metrics for North America. Monitor the quality of services and customer satisfaction for all projects delivered. Identify and develop programs to accelerate Platform usage and adoption. Be accountable for financial goals and metrics, including bookings, revenue, gross margin, and utilization. Own operational metrics such as time to deploy, customer satisfaction, and on-time completion of projects. Support global operations development across regions (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. Support the ongoing development of 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. Work with Engineering and Product management to prioritize issue escalation and customer enhancement requests. Drive technical documentation and content for internal and customer consumption. Assist Dragos Intel and Professional Services on projects.