The Technical Program Manager leads the NYC deployment of DroneSense software, coordinating support, integrations, and client communications to ensure operational success.
About Us.
DroneSense is now part of Versaterm, a global public safety solutions company helping agencies transform how they serve their communities. Together, we are building an ecosystem of intuitive tools designed for public safety agencies! Through purposeful integrations and selective growth, Versaterm is advancing public safety technology to improve workflows, deliver better service, and enable better outcomes. As part of this mission, DroneSense provides a critical drone software platform tailored to the unique needs of public safety. Our comprehensive solution equips First Responders with tools that expand situational awareness, act as a force multiplier, and make drone operations scalable across entire organizations—ultimately leading to more saved lives. Drones are transforming the way First Responders carry out their missions, and DroneSense is driving this evolution within the Versaterm ecosystem.
Our Culture.
Our team is driven by innovation, expertise, and an unwavering commitment to customer success. Our leaders are experienced engineers, pilots, and entrepreneurs. We’re building a diverse, collaborative team where individuals can bring their full selves to work, have fun, and feel a strong sense of belonging. Here, you’ll roll up your sleeves alongside teammates who care deeply about their craft, their communities, and each other. As we continue to grow and expand our impact, you’ll have the opportunity to contribute to solutions that enhance community safety and shape the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
We are growing rapidly!
We’re hiring an experienced Technical Program Manager (TPM) to lead delivery for key customers in New York City. You’ll be the primary program owner for the New York City government and multiple public safety agencies. This includes driving integrations, coordinating on-site engineering support, owning service levels, and ensuring the DroneSense platform delivers reliable, mission-ready value for city stakeholders.
This role combines hands-on technical leadership with program management and stakeholder communication. You will provide and coordinate embedded, on-site technical presence for a minimum of 96 on-site hours per month, manage 24/7/365 phone and email support escalation paths, and run quarterly operational audits with city users, turning feedback into prioritized product requirements and process improvements.
The ideal candidate has 5-7+ years of experience leading complex, cross-functional programs for enterprise SaaS platforms in mission-critical or public-sector environments. They’ll have demonstrated success partnering with software product and engineering teams, translating operational needs into clear product requirements, understanding and coordinating technical integrations, and aligning product teams with customer needs with crisp stakeholder communication.
What would I be doing?
- Own the New York City deployment program plan end-to-end. Drive scope, schedule, and success metrics; maintain a single source of truth for deliverables, risks, and decisions.
- Provide on-site coverage (96 hrs/month). Build the calendar, align with agency ops tempos, coordinate alternate or additional resources from the DroneSense team to ensure that the right skills are present for New York City priorities.
- Establish 24/7/365 support escalation. Coordinate with Customer Support to define playbooks, orchestrate on-call rotations, and personally lead high-severity incident response and communications.
- Lead quarterly audits with City administrators and end users. Capture operational feedback, analyze incident and usage data, identify training and process improvements, and publish action plans.
- Be the technical glue. Work across city IT teams and DroneSense engineers on topics like SSO/SAML/OIDC, network/VPNs, firewalls, video streaming, device onboarding, and fleet telemetry.
- Responsible for overall integration & data governance. Coordinate with DroneSense Product Team for CAD/RMS and other ecosystem integrations; document data flows, retention settings, and compliance needs in partnership with security teams.
- Coordinate platform upgrades with the Product Team and the customer, ensuring configuration changes create zero-downtime or provide well-communicated maintenance windows.
- Deliver onboarding and refresher training; work with the DroneSense Learning and Development team to create concise quick-start guides and operator checklists tailored to NYC workflows.
- Communicate with executive level stakeholders regularly though weekly status, monthly service reviews, and QBRs with KPIs, risks, and mitigation plans.
- Pre-plan resource surge support for large operations (parades, marathons, emergencies) and coordinate additional on-site/online resources when requested.
What would make me a good candidate for this role?
- 5+ years in technical program management, solutions engineering, or site reliability/customer delivery for mission-critical SaaS or platform deployments.
- Strong systems and network fundamentals (VPNs, VLANs, LTE/5G, Wi-Fi, firewalls, identity/SSO) and comfort triaging live video/telemetry issues.
- Demonstrated experience running on-call and major incident processes, with crisp stakeholder communications.
- Hands-on familiarity with APIs, logs, observability tools, and standard ticketing stacks.
- Ability to work on-site in NYC across the five boroughs; occasional nights/weekends/holidays for operations and events.
- Ability to pass background checks required for work with public safety agencies.
- Excellent written and verbal communication skills.
- A low-ego, team-first mentality. You know when to get your hands dirty and when to lead through influence.
- Able to execute on objectives with high level direction and minimal supervision.
- Bachelor’s experience or equivalent experience
*DroneSense employs full time US citizens or naturalized citizens from a NATO country, who are current residents in one of the 50 contiguous United States. Though our positions are "remote" we do not work with offshore/near shore individuals or contractors to stay in compliance with our client's requirements.
** A valid LinkedIn profile with photo MUST be included to be considered.
Benefits
-Competitive Base Pay
-Medical, Dental, and Vision, including a medical plan with 100% employee covered premium
-Company paid Life Insurance and Short Term Disability
-Health Savings Account match
-Medical FSA & Dependent Care Account
-401(k) with company match
-Work from home
-Wellness benefits
-Cell phone stipend
-Paid Vacation Time
-Paid Sick Time
-Part 107 Pilot Training & License Paid
Top Skills
5G
APIs
Firewalls
Lte
Observability Tools
Oidc
SaaS
SAML
Sso
Vpns
Wi-Fi
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