Director, Professional Services

Axon; United States; Remote; USD 180,000 - 230,000; Full time

Benefits offered by this job

Competitive salary

401(k) with employer match

Discretionary paid time off

Parental leave

Medical, Dental, Vision plans

Fitness programs

Mental health support

Learning & Development

ERGs

Snacks in offices

Job summary

Axon is seeking a Director of Professional Services to lead the Enterprise Technical Program Management team across the Americas, ensuring consistent execution and customer success for large enterprise deployments in the US and Canada. You will drive scoping, planning, and delivery while building a scalable, accountable team.

You will work with Product, Engineering, Customer Success and Sales to influence roadmaps and expand deployment processes, with 30-50% travel and a remote US work setup.

Qualifications

• 7+ years of progressive leadership experience managing technical programs.
• Experience setting direction and building scalable operational frameworks.
• Experience with operational planning, including resource planning and forecasting.
• Experience leading customer engagement with executive-level stakeholders, and influencing decisions.
• Experience handling escalations and incidents with executives.
• Working knowledge of SaaS, cloud infrastructure, networking and enterprise IT systems.
• Analytical mindset with data-driven decision making.

Responsibilities

• Lead the Enterprise Technical Program Management team across the Americas with accountability and coaching.
• Develop future leaders and growth paths for program managers.
• Review statements of work and support scoping and planning of large projects with Sales.
• Own operational planning, including resource allocation and scaling initiatives.
• Establish performance measures and quality standards and share metrics with leadership.
• Provide hands-on operational support on projects when needed.
• Escalate and resolve high-priority customer issues while protecting relationships.

Skills

Leadership

Technical program management

SaaS

Executive-level engagement

Forecasting

Job description

Join Axon and be a Force for Good.

At Axon, we're on a mission to Protect Life. We're explorers, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you'll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

Axon's mission to Protect Life includes making workplaces safer for the people who serve their communities every day. As Director, Professional Services, you will lead the Enterprise Technical Program Management team: our onsite delivery leads for large enterprise customers across the United States and Canada, who configure the product, train frontline workers and guide teams through change so Axon technology is adopted safely. You will review statements of work and support the scoping and planning of large projects with Sales, build that skill across the team of technical program managers, find efficiencies in how we deliver, and grow program managers at every level as demand grows. You'll be accountable for delivering a large portfolio of enterprise projects, and for the team that makes sure customers have a great experience with our products.

What You'll Do

Location: Remotely from United States, and on the road 30-50% of time

Reports to: Senior Director of Professional Services, Enterprise

Direct Reports: 9-12 Technical Program Managers

• Lead the Enterprise Technical Program Management team across the Americas, with consistent execution, coaching and accountability, and hire to grow it as customer demand grows. Sustain a culture of accountability, technical quality and customer empathy.
• Develop future leaders: help junior program managers grow into senior roles, create growth paths for senior program managers, and plan for succession.
• Review statements of work, support the scoping and planning of large projects with Sales, and build that skill across the team.
• Own operational planning, including resource allocation and program scaling initiatives.
• Establish performance measures and quality standards, keep improving how we deliver, including our delivery models, based on data and feedback, and share clear status and metrics with the Professional Services pillar leader.
• Step in with hands-on operational support on projects when the team needs it. [Self-Belief / Ownership]
• Serve as the executive point of escalation for complex, high-priority customer issues, working across teams to resolve them while protecting key customer relationships, and stay current on Axon products and services for high-priority conversations.
• Work with senior leaders in Product, Engineering, Customer Success and Sales to share project insights and influence roadmap decisions.
• Work with the rest of the Professional Services leadership team to expand and scale the customer deployment process and the organization behind it.

What You Bring

• 7+ years of progressive leadership experience managing technical programs, including developing a team of program managers at varying levels.
• Experience setting direction and building scalable operational frameworks in fast-changing environments.
• Experience with operational planning, including resource planning and forecasting.
• Experience leading customer engagement with executive-level stakeholders, and influencing decisions across cross-functional and senior leadership groups.
• Experience handling escalations and incidents, and communicating clearly with executives.
• Working knowledge of SaaS, cloud infrastructure, networking and enterprise IT systems.
• An analytical mindset, comfortable making data-informed decisions and building accountability through metrics.
• Preferred: experience supporting large enterprise software systems and scaling large teams.
• A Project Management Professional (PMP) or similar program management certification is a plus.

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• Employee Resource Groups (ERGs)
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work

Don't meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role and our mission to Protect Life but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [e-mail] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.

Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We're committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [e-mail]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.