• 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.