Director of Managed Services

Job description

DIRECTOR OF MANAGED SERVICES Location: Los Angeles, CA Reports to: Vice President of Operations ABOUT OBSERVABLE SPACE At Observable Space, we're redefining how humanity observes and connects with the universe. We're a vertically integrated, high-growth, space technology company building industry-leading precision optics platforms for Earth and in space. Our systems are trusted by NASA, JPL, SpaceX, Boeing, Raytheon, and the US DoD, among others, and power the work of leading research institutions. We combine precision opto-mechanical hardware, embedded computing, cloud orchestration, and developer-friendly APIs into world class products. From advanced ground stations, on orbit sensor suites, free space optical lasercom, to distributed compute platforms, we deliver the foundational systems enabling continuous, real-time navigation, observation, and communication in space. Observable Space is backed by top-tier institutional investors including Lux, Upfront Ventures, RTX Ventures, Detroit Venture Partners and Embedded Ventures. ABOUT THE ROLE We are looking for a Director of Managed Services to lead and scale one of the most critical engines of our success: ensuring every customer around the world experiences seamless installation, service, and support of our technology. Observable Space systems are deployed at research institutions, government facilities, and commercial sites globally — and as that footprint grows, so does the complexity and criticality of the team behind it. This is a hands-on leadership role that combines strategy and execution. You will build the systems, processes, and team culture that allow us to serve a growing global installed base without sacrificing quality or customer experience — traveling to customer sites, engaging directly with technicians, and shaping how our systems are deployed, serviced, and evolved over time. WHAT YOU'LL DO MANAGED SERVICES LEADERSHIP - Lead and develop the field and technical support teams responsible for installation, commissioning, preventive maintenance, and ongoing technical support across the Observable Space global installed base - Own workforce planning, including staffing, scheduling, skills development, and geographic coverage as the installed base expands - Define and hold the standard for execution quality, safety, and customer experience - Build scalable processes, documentation, and tooling to support a growing team operating across geographies CUSTOMER ENGAGEMENT & SERVICE DELIVERY - Collaborate directly with customers and partners around the world to ensure installations meet technical and operational expectations - Serve as an escalation point for service issues, engaging directly with customers when needed - Build feedback loops that bring learnings from the field and remote support back to engineering, manufacturing, and product teams in a timely and actionable way BUSINESS PERFORMANCE - Own and optimize the financial performance of installs & services – revenue, cost, and margin - Partner with sales and leadership to develop and evolve service models that expand long-term value to customers - Report to leadership with clear visibility into performance metrics, service delivery, and financial outcomes CROSS-FUNCTIONAL COLLABORATION - Partner closely with engineering, sales, and manufacturing to deliver exceptional customer support and keep field and remote support execution aligned with product and program developments - Contribute to the development of warranties, support programs, and post-sale offerings as the business evolves TRAVEL - Travel globally to customer sites, installations, and company offices in Detroit, MI WHAT YOU’LL BRING - Deep experience in field operations, field service management, and/or technical services, including direct people management - A track record of delivering exceptional customer experiences across the full lifecycle — from installation through ongoing support - Experience installing, operating, and supporting distributed networks of complex, high-reliability precision hardware or critical infrastructure in the field (experience with telescopes is a plus) - Proven success building and leading teams in a fast-paced, high-growth technical environment - Solid business acumen, including budget management, cost optimization, and an understanding of service model economics - Exceptional communication and collaboration skills — equally effective with technicians, customers, and executive leadership - Bachelor's degree in Engineering, Operations, or a related technical field preferred - Ability and willingness to travel globally WHO YOU ARE - A hands-on leader who earns credibility in the field and in the boardroom - You find the gap between where the team is and where it needs to be — and you build toward it - Calm under pressure, decisive when it matters, and relentless about follow-through - Proactive by nature: you anticipate issues before they become customer problems - Strong operational instincts: you build process without bureaucracy, have a hunger for data, and measure what matters - You care about the customer experience as much as the operational metrics — and you understand those things are connected - You thrive in a fast-moving environment where the installed base, the team, and the stakes are all growing at once WHY YOU'LL LOVE IT HERE - Be part of a mission-driven company helping shape the future of space infrastructure - The opportunity to build and scale a global managed services organization from the ground up - A collaborative culture that rewards initiative, curiosity, and results - Competitive salary, equity opportunities, and comprehensive benefits