Director, Professional Services

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 infrastruc