Sr. Manager, Field Reliability & Service Operations

Job Description

Job Description

Description:

Due to the nature of our work in defense, Darkhive does not provide visa sponsorship for this role. Candidates must be eligible to obtain and maintain a security clearance, which usually requires US citizenship.

About Darkhive:

Established in 2021, Darkhive is redefining the future of autonomous systems. We design and build next-generation hardware and software solutions that seamlessly integrate into critical public safety and defense networks. Our core focus centers on developing tactical, human-machine interfaces and scaling the mass production of affordable, attritable uncrewed systems alongside our government partners.

At Darkhive, we are a high-growth team of U.S. Special Operations veterans, aerospace engineers, robotics perception experts, and DevSecOps professionals. Above all, we are a mission-first culture. We believe that global teams operating on the front lines deserve high-quality, intelligent tools that ensure safety when each second counts.

If you are a free-thinking problem solver looking to build cutting-edge robotics in a fast-paced, highly collaborative startup environment, apply with Darkhive today!

The Sr. Manager, Field Reliability & Service Operations Role:

This is a hybrid position with up to 40% travel to customer and partner sites. Candidates should reside within 2-hours of San Antonio, TX.

Darkhive is seeking a highly operational and technically capable Sr. Manager, Field Service & Reliability to build and scale Darkhive’s field quality, customer support, and operational sustainment capabilities. This role will report to the VP of Quality and serve as a key operational bridge between engineering, production, customer, and sustainment activities.

This role will help establish field escalation workflows, customer intake processes, fleet reliability analytics, operational readiness procedures, field quality feedback loops, and service operations as Darkhive scales deployments.

Responsibilities:

• Build and scale field service, customer escalation, and reliability engineering capabilities
• Develop operational support processes, field escalation workflows, and customer issue management systems
• Lead cross-functional troubleshooting and root cause investigations for deployed operational systems
• Develop fleet reliability metrics, operational dashboards, field failure tracking, and Voice of Customer (VOC) mechanisms
• Support customer deployments, operational readiness reviews, training activities, and sustainment planning
• Drive lessons learned and closed-loop quality feedback into engineering and product development teams
• Support warranty, repair, spares, and sustainment strategy development
• Coordinate field quality alerts, reliability trends, and escalation reporting to leadership
• Support customer-facing technical communications and help build long-term customer trust

Qualifications You Bring:

• Bachelor’s degree in Engineering, Operations, Robotics, Aerospace, Systems Engineering, or related technical field
• 8+ years of experience in field service engineering, reliability engineering, operational support, quality engineering, or related disciplines
• Experience supporting deployed hardware/software systems in operational or customer-facing environments
• Strong troubleshooting and root cause analysis capability across integrated systems
• Experience building or scaling field support, sustainment, or customer escalation organizations
• Strong communication and customer engagement capability in high-pressure operational environments
• Legally authorized to work in the U.S.

Preferred Qualifications:

• Experience with robotics, autonomous systems, UAV/UAS platforms, or tactical communications systems
• Experience supporting military, defense, or public safety customers
• Experience with fleet operations, sustainment models, reliability analytics, or field deployment operations
• Familiarity with QMS, CAPA systems, field quality alerts, and continuous improvement methodologies
• Experience in aerospace, defense, robotics, or high-reliability operational environments
• U.S. Military Veteran/Reservist experience is a plus

Physical and/or Mental Requirements:

• Ability to sit and/or stand for periods of time
• Ability to use a keyboard, mouse, and other equipment with or without accommodations
• Ability to maintain awareness during business hours
• Ability to occasionally lift up to 25 pounds
• Ability to travel periodically to supplier and manufacturing locations
• Excellent written and verbal communication and strong command of the English language
• Ability to operate effectively in fast-paced and ambiguous environments
• Reasonable accommodations will be provided to any person with a disability to be able to perform the essential job functions of this position
• Darkhive retains the right to change or assign other duties as required for this position

Benefits Darkhive Offers:

• Welcoming and collaborative work environment
• Mission-driven team and product
• Opportunity to build and shape a growing organization
• Respect for work-life balance
• Exposure to cutting-edge robotics and defense technology

Darkhive is an equal-opportunity employer and prohibits discrimination and harassment against any employee or applicant because of race, color, gender (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state, or local law.

Requirements: