Mission Operator - Virginia

Axon; Richmond (VA); On-site; USD 82,000 - 131,000; Full time

Benefits offered by this job

Competitive salary and 401(k) withempp

Discretionary paid time off

Paid parental leave for all

Medical, dental, and vision plans

Fitness programs

Emotional and mental wellness support

Learning and development programs

Snacks in our offices

Job summary

Axon is hiring a Mission Operator II to act as the trusted technical advisor for complex public safety agencies through the entire customer lifecycle. You will anticipate issues, drive operational improvements, and leverage your software, hardware, networking, cloud, and AI expertise to modernize how agencies work.

Location: On Site with travel. You will report to the Manager or Senior Manager of Mission Engineering and lead deployments, adoption, and data-driven optimization while mentoring

Qualifications

• Typically 5–7 years of experience in technical account management, customer success, implementation, solution engineering, or comparable customer-facing technical roles.
• Experience supporting enterprise software, SaaS platforms, cloud technologies, or integrated technology environments.
• Strong troubleshooting, analytical thinking, and root-cause analysis skills.
• Working knowledge of networking, cloud infrastructure, enterprise integrations, and modern IT environments.
• Proven ability to independently manage complex customer relationships.
• Strong executive communication and consulting skills.
• Ability to travel as required.
• Ability to obtain and maintain CJIS compliance and satisfy customer background requirements.

Responsibilities

• Strategic Customer Partnership: Serve as the primary technical advisor for assigned public safety agencies; Build trusted relationships; Conduct regular business and technology reviews; Develop long-term customer success strategies; Represent customer priorities across Axon.
• Technical Leadership: Independently troubleshoot complex software, hardware, networking, cloud, and integration issues; Lead escalations; Guide deployment planning and modernization.
• Deployment & Operational Excellence: Lead deployments across multiple Axon products; Drive customer adoption and operational optimization; Identify workflow improvements.
• Data & Customer Insights: Analyze customer health, adoption metrics, and performance; Use Power BI, SQL, dashboards, and reporting tools; Provide data-driven recommendations.
• Training & Enablement: Deliver advanced technical training; Develop customer best practices and documentation; Increase customer confidence; May mentor others.
• Field Leadership: Lead onsite deployments and executive engagements; Coordinate stakeholders for successful outcomes.

Skills

Technical account management

Customer success

Solution engineering

Executive communication

Travel as required

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

This isn't relationship management. It's operational leadership.

As a Mission Operator II, you serve as the trusted technical advisor for complex public safety agencies, helping customers maximize the value of Axon's technology ecosystem throughout the entire customer lifecycle. You don't wait for problems to surface—you anticipate them. You don't simply resolve issues—you create lasting operational improvements.

You combine deep software expertise with knowledge of hardware, networking, cloud technologies, AI, and public safety operations to help agencies modernize how they work. Customers rely on your judgment, technical leadership, and ability to navigate complex challenges while building confidence in both the technology and the partnership.

Mission Operators aren't measured by activity—they're measured by customer trust, operational outcomes, and technology that performs when it matters most. Mission Operators thrive in ambiguity, solve problems others can't, and earn trust through action. They combine technical expertise with operational leadership to help customers achieve outcomes that matter—because when public safety agencies succeed, lives are protected.

What You'll Do

Location: On Site with travel
Reports To: Manager or Senior Manager of Mission Engineering

Strategic Customer Partnership

• Serve as the primary technical advisor for assigned public safety agencies.
• Build trusted relationships with technical, operational, and executive stakeholders.
• Conduct regular business and technology reviews focused on operational success.
• Develop long-term customer success and technology adoption strategies.
• Represent customer priorities across Axon.

Technical Leadership

• Independently troubleshoot complex software, hardware, networking, cloud, and integration issues.
• Lead technical escalations involving Product, Engineering, Support, and Professional Services.
• Guide implementation planning, architecture discussions, and technology modernization.
• Serve as the technical authority during deployments and operational challenges.

Deployment & Operational Excellence

• Lead deployments across multiple Axon products.
• Drive customer adoption and operational optimization.
• Identify workflow improvements that improve customer efficiency.
• Support AI adoption and digital transformation initiatives.

Data & Customer Insights

• Analyze customer health, adoption metrics, and operational performance.
• Utilize Power BI, SQL, dashboards, and reporting tools to identify risks and opportunities.
• Provide data-driven recommendations that improve customer outcomes.

Training & Enablement

• Deliver advanced technical training.
• Develop customer best practices and operational documentation.
• Increase customer confidence in managing Axon technology.
• May be assigned to mentor others

Field Leadership

• Lead onsite deployments, executive engagements, and critical customer situations.
• Coordinate internal and customer stakeholders to ensure successful outcomes.

What You Bring

Required

• Typically 5–7 years of experience in technical account management, customer success, implementation, solution engineering, or comparable customer-facing technical roles.
• Experience supporting enterprise software, SaaS platforms, cloud technologies, or integrated technology environments.
• Strong troubleshooting, analytical thinking, and root-cause analysis skills.
• Working knowledge of networking, cloud infrastructure, enterprise integrations, and modern IT environments.
• Proven ability to independently manage complex customer relationships.
• Strong executive communication and consulting skills.
• Ability to travel as required.
• Ability to obtain and maintain CJIS compliance and satisfy customer background requirements.

Benefits that Benefit You

• Competitive salary and 401(k) with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, dental, and vision plans
• Fitness programs
• Emotional and mental wellness support
• Learning and development programs
• And yes, we have snacks in our offices

Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. Base Pay Range $81,600 – $130,560 USD To see more details on our benefits offerings please visit https://www.axon.com/careers. Important Notes 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. Some roles may also require legal eligibility to work in a firearms environment.