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Customer Program Manager 
Fire/Emergency Services

We're hiring a

About this Role:

Overwatch seeks a Customer Program Manager responsible for the successful execution and growth of fire and emergency services industry contracts for Overwatch Imaging. The Customer Program Manager will be an advocate for customer satisfaction and success throughout product development, deployment, and implementation. The Customer Program Manager is responsible for developing a keep-it-sold strategy to cultivate customer satisfaction identify and closing follow-on sales opportunities. 

​About Overwatch:

Overwatch Imaging is automating the collection, analysis, and delivery of time-critical geospatial intelligence for missions that matter. Overwatch AI software automatically manages airborne sensors through smart pointing commands, automated detection of objects of interest, and computer-generated reporting of collected intelligence outputs for communications-efficient reporting. Overwatch smart sensors are multi-camera, multi-spectral stabilized airborne payloads designed for automated operation by edge computers rather than human sensor operators. Together, our capabilities enable life-saving agencies to scan wide areas and find small objects of interest, faster and more efficiently than with human-in-the-loop systems, so our customers can focus less on the search and more on the best response.


What You’ll Work On:

Program Execution: Coordinate with internal product realization team to oversee customer specific solutions, release schedules, program milestones and contractual deliverables. Support, lead, and delegate tasks for successful program execution to ensure timely delivery of products and services to customers as committed.


Technical Performance: Technical understanding to support use-case development, design guidance, integration, training, and troubleshooting of risks and issues. Continually grow and maintain an understanding of the customers’ needs, the product development as it evolves over time, and customer operations to ensure customer satisfaction. Obtain feedback on customer solutions and serve as the voice of the customer, bringing key customer needs, expectations, and feedback into the product development team.


Profit and Loss Responsibility: With knowledge and understanding of customer needs, work to develop follow-on business proposals to provide value and meet company financial objectives.


Customer Relationship Management: Make customers and their needs a primary focus and work diligently to ensure customer satisfaction and success. Develop and sustain productive customer relationships. Identify and capture opportunities for follow-on sales based on future customer needs.

What You’ll Bring:


Experience and Education:

  • Experience maintaining customer relationships across technology upgrade cycles

  • Experience managing delivery of customized product, software, and service offerings

  • Experience managing Software as a Service programs a plus

  • Experience with intelligence systems operating on or in conjunction with piloted or unmanned aircraft

  • Experience with US Government acquisition and procurement processes

  • Experience with Export Compliance requirements and activities

  • Experience in the wildland firefighting and/or emergency services market 

  • 3+ years of experience managing customer facing programs; previous experience as a direct manager a plus

  • PMP certification or bachelor’s degree in management and leadership or related technical field, or relevant military experience a plus

Technical Competence:

  • Technical understanding of Aerial Imaging and remote sensing and understanding of imaging fundamentals, image data analytics, and AI/ML is a plus

  • Expert communication skills and influence

  • Strong organizational skills and exceptional data management

  • Knowledge of schedule and risk development and management principles

  • Ability to track and manage multiple customer programs from inception to implementation

  • Ability to balance company goals and priorities with program/customer priorities to ensure customer, program, and company success.


Character Attributes:

  • Thrives in a dynamic, fast-paced small startup business environment

  • Highly motivated, self-starter able to work independently and with a team

  • Collaborates well in a small team environment

  • Enjoys hands-on work and learning new skills

  • Eager to learn and solve real-world problems and accept new challenges

  • Takes pride in seeing new products reach operational use quickly



What We Offer:

  • Growth Opportunities: As a team member of a true startup, you will learn by doing and shape our future. The opportunities are limitless for those who want to grow their career.

  • Impact Opportunity: We work on missions that matter to keep people safe and make the world better, and we do it without bureaucracy at the speed of a startup.

  • Team Collaboration: Work in a fast-paced, collaborative environment with amazing teammates. The Overwatch Imaging leadership team believes in an open-door policy, meaning everyone has a voice and access to guidance, advice, feedback, and the ability to pitch crazy new products or ideas.

  • Late Start Wednesday: You will look forward to Wednesdays! We start work at 1pm every Wednesday!

  • Time Off: Generous PTO to empower employees to make decisions about work life balance based on work and home needs.

  • Holidays: Overwatch Imaging recognizes 10 company holidays.

  • Ownership: Equity/Stock Options in our rapidly growing company.

  • Health Benefits: Medical/Dental premiums 100% covered by Overwatch Imaging for employees and their families, plus available pre-tax health savings account.

  • 401K: Employer matching contributions up to 4% of pay.


All applicants must be authorized to work on a permanent basis in the United States. Overwatch Imaging is an equal opportunity workplace and makes employment decisions based on merit and business needs, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, Veteran status, or any other protected personal characteristic.

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