Director, Professional Services

Axon•Scottsdale, AZ

1d•Remote

About The Position

The Director, Professional Services leads Axon’s Enterprise Technical Program Management team, which provides onsite delivery leadership for large enterprise customers across the United States and Canada. The team configures products, trains frontline workers, and guides customer teams through change to support safe adoption of Axon technology. This leader is accountable for a large portfolio of enterprise projects and for ensuring customers have a strong experience with Axon products. The Director leads and develops a team of 9–12 Technical Program Managers, supports project scoping and planning with Sales, reviews statements of work, and builds these capabilities across the team. The role owns operational planning, including resource allocation and scaling initiatives; establishes performance measures and quality standards; improves delivery models using data and feedback; and shares status and metrics with the Professional Services pillar leader. The Director also provides hands-on project support when needed, serves as an executive escalation point for complex customer issues, and works with senior leaders and the broader Professional Services leadership team to improve customer deployments and influence product roadmap decisions. The role is remote from the United States and requires travel 30–50% of the time. It reports to the Senior Director of Professional Services, Enterprise.

Requirements

7+ years of progressive leadership experience managing technical programs, including developing 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.
Analytical mindset, with comfort making data-informed decisions and building accountability through metrics.

Nice To Haves

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

Responsibilities

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