Director, Professional Services

Axon•Scottsdale, AZ

2d•Remote

About The Position

Axon is seeking a Director, Professional Services to lead its Enterprise Technical Program Management team, which delivers onsite implementation and change support for large enterprise customers across the United States and Canada. The team configures Axon products, trains frontline workers, and guides customers through change so the technology is adopted safely. The Director is accountable for a large portfolio of enterprise projects and for ensuring customers have a strong experience with Axon products. The role leads a team of Technical Program Managers, supports project scoping and planning with Sales, reviews statements of work, and develops those capabilities across the team. It also owns operational planning, resource allocation, delivery standards and performance measures, and improvements to delivery models. The Director coaches and develops program managers, hires as demand grows, and may provide hands-on operational support when needed. As the executive escalation point for complex customer issues, the role works across functions to resolve concerns and protect customer relationships, while sharing project insights with senior leaders and helping scale customer deployments. The position is remote from the United States and requires travel 30–50% of the time. It reports to the Senior Director of Professional Services, Enterprise, and has 9–12 Technical Program Manager direct reports.

Requirements

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, comfort making data-informed decisions, and ability to build accountability through metrics.

Nice To Haves

Experience supporting large enterprise software systems and scaling large teams.
A Project Management Professional (PMP) or similar program management certification.

Responsibilities

Lead the Enterprise Technical Program Management team across the Americas, providing consistent execution, coaching, accountability, and hiring as customer demand grows.
Sustain a culture of accountability, technical quality, and customer empathy.
Develop future leaders by helping junior program managers advance, creating growth paths for senior program managers, and planning for succession.
Review statements of work and support the scoping and planning of large projects with Sales, while building these skills across the team.
Own operational planning, including resource allocation and program scaling initiatives.
Establish performance measures and quality standards, use data and feedback to improve delivery models, and share status and metrics with the Professional Services pillar leader.
Provide hands-on operational support on projects when the team needs it.
Serve as the executive escalation point for complex, high-priority customer issues and work across teams to resolve them while protecting key customer relationships.
Stay current on Axon products and services for high-priority customer conversations.
Work with senior leaders in Product, Engineering, Customer Success, and Sales to share project insights and influence roadmap decisions.
Work with the Professional Services leadership team to expand and scale the customer deployment process and organization.