Mission Support Center Product Manager

Job Description

Job Description

Description:

MUST BE A US CITIZEN (Please do not apply if you are not)

Company Introduction

At BlackSea Technologies, we don't just innovate; we revolutionize.  

We are a close-knit team of creative and innovative thinkers specializing in full lifecycle development of cutting-edge maritime technology.  At BlackSea, you won't just find a job; you'll find a community of experts who aspire to solve diverse and complex challenges.  Be part of a company where your ideas matter, your expertise is valued, and your contributions make a real impact.  Together, we are not just sailing; we are charting a course to push boundaries of what's possible.

Position Title: Mission Support Center Product Manager
Job Location: Baltimore, MD, with CONUS and OCONUS travel as required
Job Type: Full-Time, Exempt 

Salary Range: $ 105,700.00   $ 131,500.00     

Position Description

The Mission Support Center (MSC) Product Manager owns the development, delivery, and improvement of the company’s centralized operational support capability. Treating the MSC as a product, this role defines its users, services, roadmap, and performance measures to support deployed teams, customers, and program leadership across company operations.

The manager integrates watchbill personnel, training, tooling, and procedures into a dependable support service. Responsibilities include establishing coverage, qualifying watchstanders, coordinating technical reachback, and ensuring timely issue resolution or escalation. The manager works with Operations, Integrated Product Support, Engineering, IT, and program leaders to translate mission requirements and field feedback into improvements.

The role establishes service expectations and balances operational demands with capability development. Success is measured through responsiveness, resolution effectiveness, watchstander readiness, user satisfaction, and contribution to mission availability.

Responsibilities include (but are not limited to):

• Product Strategy and Roadmap: Define the MSC service      portfolio, operating model, roadmap, and prioritized improvement backlog      across company programs.
• Watchbill Management: Manage assigned watchstanders      and coordinate personnel from other departments; establish coverage,      qualifications, shift assignments, handoffs, and backup arrangements.
• Training and Qualification: Develop onboarding,      qualification standards, recurring training, exercises, and proficiency      assessments with technical SMEs.
• Tooling and Information: Define requirements for      communications, issue tracking, dashboards, knowledge resources, and      remote diagnostic tools; coordinate implementation with IT and      Engineering.
• Procedures and Escalation: Maintain procedures for      receiving requests, troubleshooting, documenting actions, transferring      watches, escalating issues, and communicating status.
• Operational Support: Coordinate support to      operations, exercises, testing, and customer missions; connect      watchstanders with technical and program authorities.
• Performance and Improvement: Track support demand, response      and resolution times, recurring issues, coverage gaps, and user feedback      to improve services.
• Resource Planning: Forecast staffing, training,      tooling, and funding requirements; recommend investments and communicate      constraints to leadership.
• Cross-Program Coordination: Establish service expectations      and priorities with program leaders, including competing demands and surge      requirements.
• Personnel Leadership: Coach assigned personnel, assess      performance, and coordinate development with functional managers for      temporary watchstanders.

Required Skills/Education

• Five or more years of experience in operational support, technical      service delivery, field operations, product management, or a related      discipline, including team leadership.
• 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, organizational, and decision-making skills      during 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.

Desired Skills/Education (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.