Responsibilities

Lead customer missions from onboarding through integration, launch readiness, operational handoff, and ongoing support
Build and manage program plans, including milestones, owners, risks, dependencies, schedules, readiness criteria, and communications
Serve as the main programmatic point of contact for customers and internal teams
Understand customer mission requirements, workflows, success criteria, operational needs, and constraints
Coordinate across Engineering, Product, Business Development, and Operations to resolve issues and keep deployments on track
Track technical integration progress, surface risks early, and drive decisions needed for mission readiness
Help define and improve Northwood’s customer onboarding, deployment, escalation, and post-launch support processes
Capture customer feedback and translate it into clear product, operational, and business priorities
Partner with Business Development on customer expansion, renewals, and new mission opportunities
Ensure Northwood delivers reliable, high-quality service for customer missions

Requirements

5+ years of experience in technical program management, mission management, customer operations, deployment management, customer success, product operations, or a related role
Experience leading complex cross-functional programs from planning through execution
Ability to work effectively with customers, technical teams, executives, and external partners
Strong written and verbal communication skills
Ability to create structure, prioritize work, and drive progress in fast-moving environments
Experience with hardware, software, networking, infrastructure, customer deployments, or mission-critical operations
Ability to understand customer needs and translate them into clear technical, operational, and business priorities
Strong organizational skills and attention to detail
Willingness to travel up to 30%

Bachelor’s degree in Engineering, Computer Science, Aerospace, Business, or a related field
Experience in satellite communications, ground station operations, space systems, telecom, defense, or infrastructure deployments
Experience managing technical customer programs, enterprise deployments, customer success programs, or mission operations
Familiarity with systems engineering, solution architecture, operational readiness, SLA management, or mission assurance
Experience working with Product and Engineering teams on customer-driven roadmaps or operational improvements
Experience supporting government, defense, or regulated customers
Ability to obtain or maintain a TS/SCI clearance