PSO Program Manager, Community Connect

Axon; Chicago (IL); On-site; USD 68,000 - 109,000; Full time

Benefits offered by this job

Salary & 401k

PTO

Parental leave

Health benefits

Wellness programs

Learning & development

ERGs

Snacks

Job summary

Axon is seeking a PSO Program Manager for Community Connect to lead the operational health and scalable execution across the U.S. customer base with a pathway to international growth.

You will establish disciplines, monitor performance, and coordinate with Product, Engineering, Support, Sales, and Finance to remove blockers and drive successful deployments of camera integration and hardware configurations. Strong engagement across teams is required.

Qualifications

• Bachelor’s degree in a relevant field or equivalent practical experience, including 2+ years in customer-facing technical deployments.
• Experience with remote hardware configuration, activation, troubleshooting, and field deployment coordination.
• Strong organizational, communication, and problem-solving skills.
• Experience using CRM and project-management tools (Salesforce, Jira, Smartsheet).

Responsibilities

• Lead scalable workflows and reporting for consistent program delivery.
• Maintain visibility into program performance, project status, and risks.
• Coordinate with Product, Engineering, Support, Sales, Finance to remove blockers and improve the customer experience.
• Support work-order management and quality checks.
• Serve as a technical resource for deployment planning and connectivity requirements.
• Develop and maintain playbooks, training materials, and knowledge resources.
• Identify recurring issues and drive improvements at scale.

Skills

Hardware & networking

Stakeholder management

Technical troubleshooting

Documentation & process

Workflow development

CRM tools

Data analysis

Public safety SaaS domain

Education

Bachelor’s degree in a relevant field

Tools

Salesforce

Smartsheet

Jira

Microsoft Office

Google Workspace

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 Community Connect enables public safety agencies to build voluntary, policy-based partnerships with businesses and community members. Through camera registration and secure camera integration, the program expands investigative reach and real-time situational awareness during critical incidents while maintaining privacy, transparency, and camera-owner control.

As the PSO Program Manager, Community Connect, you will lead the operational health and scalable execution of the Community Connect program across Axon’s U.S. customer base and growing international footprint.

You will establish the operating discipline that enables Program Coordinators to deliver consistent agency outcomes. This includes maintaining visibility into program performance, work-order health, delivery dependencies, technical readiness, and customer‑impacting risks; strengthening the processes, tools, and playbooks used across the team; and ensuring complex issues receive the appropriate cross‑functional attention.

You will serve as a program‑level escalation resource, coordinating with Professional Services, Product, Engineering, Support, Sales, and Finance to remove blockers and drive resolution. You will also provide consultative support for hardware deployment readiness, remote hardware configuration and activation, connectivity, and camera integration requirements.

Your work will enable agencies to launch and sustain Community Connect programs that extend operational visibility, strengthen community participation, and scale responsibly without compromising privacy or the customer experience.

What You’ll Do

Location: Remote - PT or MT Time Zones
Travel: Approximately 30%
Reports to: Manager, Program Management (Community Connect)

• Partner with PSO leadership to implement scalable workflows, operating rhythms, documentation, and reporting that support consistent program delivery.
• Maintain visibility into overall program performance, project status, delivery milestones, dependencies, and customer‑impacting risks.
• Coordinate with Product, Engineering, Support, Sales, Finance, and other internal teams to remove delivery blockers, manage escalations, and improve the customer experience.
• Support work‑order management and closure activities, including quality checks, documentation, and internal handoffs.
• Serve as a technical resource for deployment planning, hardware readiness, network connectivity, configuration, and integration requirements.
• Support the deployment of Cores placed in the field by Community Connect team members, including remote configuration, activation, validation, and onsite technical support when needed.
• Troubleshoot hardware, network, connectivity, and video‑integration issues; document findings and coordinate escalation with the appropriate technical resources to drive resolution.
• Create and maintain technical readiness guidance, deployment checklists, troubleshooting resources, and escalation paths for common Community Connect deployment scenarios.
• Develop and maintain playbooks, training materials, job aids, and knowledge resources that enable consistent team execution.
• Identify recurring delivery, technical, and process issues; partner with leadership to implement improvements that strengthen program execution at scale.
• Support adoption of new products, internal tools, and program updates by ensuring the team has clear guidance and readiness resources.

What You Bring

• Bachelor’s degree in program management, project management, operations, information technology, professional services, or a related field; or equivalent practical experience, including 2+ years supporting customer-facing technical deployments, implementations, or professional-services programs involving remote hardware configuration, activation, troubleshooting, and field deployment coordination.
• Working knowledge of hardware, networking, connectivity, and integration concepts—including IP addressing, DHCP, DNS, VLANs, firewalls, ports, Wi‑Fi, bandwidth, and basic troubleshooting—and the ability to translate technical findings into clear next steps.
• Experience managing complex, customer‑facing work involving multiple stakeholders, dependencies, risks, competing priorities, and technical escalations.
• Strong organizational, communication, and problem‑solving skills, with the ability to maintain clear documentation, coordinate across teams, and drive issues through resolution.
• Experience developing and improving workflows, playbooks, technical guidance, training materials, and knowledge resources that enable consistent execution.
• Proficiency with CRM, project‑management, and workflow tools such as Salesforce, Smartsheet, Jira, or similar platforms, as well as Microsoft Office and Google Workspace.
• Analytical mindset, with the ability to use data and feedback to identify trends, surface risks, and improve operational performance.
• Experience in public safety, SaaS, video technology, physical security technology, connected hardware, or a comparable technical environment is preferred.
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance.
• Ability to handle confidential and highly sensitive information with discretion and sound judgment.

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.

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. To see more details on our benefits offerings please visit https://www.axon.com/careers.

Base Pay Range: $68,100 USD - $108,960 USD

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

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCAPro rights [e-mail] via ourAxon Privacy Web Form. For more information, please see the Your California Privacy Rights section of ourApplicant 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.