Senior Staff Program Manager, Hivemind Customer Engagement (R3196)
Shield AI
Customer Service, Operations
San Diego, CA, USA · San Diego, CA, USA · Oregon, USA
Posted on Feb 1, 2025
About Shield AI
Founded in 2015, Shield AI is a venture-backed defense technology company focused on protecting service members and civilians with intelligent systems. Its flagship autonomy software, Hivemind, powers aircraft, drones, and other platforms, enabling complex missions with high reliability in contested environments. With offices in San Diego, Dallas, Washington, D.C., and internationally, Shield AI’s products actively support U.S. and allied operations worldwide. For more information, visit www.shield.ai. Follow Shield AI on LinkedIn,Twitter, and Instagram.
As the Program Manager for the Hivemind Customer Engagement Team, you will lead cross-functional initiatives to deliver high-impact engagements with customers, focusing on successful deployment, training, and feedback loops for continuous product improvement and customer delight. You will work closely with Applications Engineers, Sales, Product Managers, and Engineering Teams to coordinate and execute critical programs, ensuring customer satisfaction and operational excellence.
What you'll do:
- Manage and oversee customer-focused programs (e.g., Workshops, Trainings etc.) from planning through execution, ensuring on-time delivery and measurable outcomes.
- Collaborate with Applications Engineers, Product, and Engineering to track and drive key milestones related to customer feature/bug requests, integrations, demos, and training workshops.
- Develop and maintain project plans, timelines, and budgets for customer deployments.
- Identify and mitigate risks, ensuring programs meet technical, operational, and customer requirements.
- Work directly with customers to gather feedback and track performance metrics to refine the Hivemind Enterprise product.
- Ensure proper documentation and handoffs for customer-facing activities, including training materials, demos, and support resources.
- Manage communication across internal and external stakeholders to drive alignment and engagement.
Required Qualifications:
- 10+ years of program management experience, ideally in a customer-facing or technical environment (e.g., defense, robotics, autonomous systems, or SaaS).
- 2+ years of late-stage startup experience
- Strong organizational and project management skills, with experience using tools like JIRA, Asana, Smartsheets, or Azure DevOps.
- Excellent written and verbal communication skills to effectively engage cross-functional teams and customers.
- Ability to work under tight deadlines and manage multiple priorities in dynamic, high-stakes environments.
- Strong problem-solving and analytical skills to anticipate challenges and proactively address them.
Preferred Qualifications:
- Experience working in the defense or aerospace industry with knowledge of government customers and military use cases.
- Familiarity with autonomous vehicle software, UAV systems, or robotic applications.
- Certification in project management methodologies (e.g., PMP, Agile, or Scrum).
Total package details for U.S. based positions:
- Regular employee positions: Salary within range listed above + Bonus + Benefits + Equity
- Temporary employee positions: Hourly within range listed above + temporary benefits package (applicable after 60 days
of employment)
- Interns/Military Fellows/Part-time not eligible for bonus, benefits or equity
Total package details for International positions which are roles based outside of the United States (where applicable):
- International premium, hardship differential, cost of living differential, living quarters allowance, foreign service transfer
allowance, equity, international benefits, visa assistance, and relocation assistance.
Salary compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. All offers are contingent on a cleared background and possible reference check.
Shield AI is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.