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Shield AI is seeking an Instructor & Customer Success Manager to lead, develop, and mentor a team of customer training professionals and UAV instructors based in Kyiv. This role combines people leadership with deep technical expertise in unmanned systems training and customer success.
You will establish team priorities, performance expectations, staffing plans, and professional-development pathways. You'll oversee the development and delivery of classroom, simulator, flight, maintenance, and scenario-based training for Shield AI products, ensuring training programs prepare customers to safely operate, maintain, deploy, and effectively employ Shield AI systems.
Key responsibilities include maintaining high instructional standards through instructor qualification, observation, coaching, certification, and continuous evaluation. You will lead the development and standardization of curricula, lesson plans, lecture materials, simulator scenarios, practical exercises, assessments, and supporting documentation. You'll ensure student training records, instructor qualifications, course materials, and program metrics remain current and accurate.
Operational coordination is critical: you'll manage training schedules, aircraft, simulators, facilities, airspace, frequency management, personnel, and other resources. You'll communicate directly with customers and partner-force leadership regarding training requirements, student progress, operational readiness, and program outcomes, building lasting relationships through continuous engagement and support.
You'll adapt training for students with varying technical abilities, operational backgrounds, cultural contexts, and experience levels. The role requires supporting domestic and international training events, including extended deployments. You'll deliver instruction and provide hands-on training support when mission or staffing needs require it.
You'll partner with engineering, product, design, and flight-operations teams to incorporate feedback into product and training improvements, support new-product validation and testing, and collaborate with business-development and sales teams on customer demonstrations. You'll establish and monitor training-program metrics, identify performance gaps, and implement improvements that increase safety, consistency, scalability, and customer success. Compliance with company policies, safety requirements, security procedures, aviation regulations, and customer expectations is essential.
REQUIREMENTS:
- Bachelor's degree or equivalent combination of education and relevant experience
- Five or more years of experience in technical, aviation, military, or UAS training
- Two or more years of experience leading instructors, training teams, or comparable operational teams
- Demonstrated experience developing and delivering classroom, simulator, flight, maintenance, or scenario-based instruction
- Working knowledge of UAS operations, flight and mission planning, aviation safety, and training operations
- Ability and willingness to travel internationally up to 50%, including for extended periods
- Strong written, verbal, presentation, and interpersonal communication skills
- Fluent in Ukrainian
- Demonstrated ability to communicate complex technical and operational information to audiences with varying experience levels
- Experience managing multiple training events, resources, schedules, and customer requirements in a dynamic environment
- Effective, highly logical problem-solver focused on safety, learning outcomes, and customer success
- Ability to work across organizational boundaries while maintaining big-picture perspective and attention to operational details
PREFERRED QUALIFICATIONS:
- Graduate degree in education, instructional design, aviation, engineering, business, or related field
- Significant UAS experience as pilot in command, instructor, maintainer, or mission operator
- More than 1,000 hours of UAS pilot-in-command experience
- Experience instructing or operating Group 1–3 UAS
- Former Ukrainian military service or comparable defense-sector experience
- Strong understanding of Ukrainian Ministry of Defense, allied defense organizations, and international partner-force environments
- Tactical field experience and knowledge of small-unit tactics
- Prior overseas training or operational experience
- Experience managing training programs for international customers and working across cultural and language differences
- Experience with content-authoring and presentation tools (PowerPoint, Prezi, Beautiful.ai, Camtasia, or comparable)
- Experience with learning-management systems and online training-authoring or delivery tools
- Experience supporting product demonstrations, new-product testing, curriculum validation, or fielding of emerging technologies
