Senior Director of Domestic Order Management

Axon•New York, NY

15h•$193,725 - $309,960•Hybrid

About The Position

Axon is seeking a Senior Director to lead its Domestic Order Management function, including Order Processing and Order Validation. This operational leadership role is accountable for customer experience, order accuracy, compliance, and downstream fulfillment and billing execution. The role reports to the Vice President of Commercial Operations and works closely with Sales, Legal, Finance, IT, and operational teams. The Senior Director will lead a global team and own key internal controls while building and maintaining a high-performing Order Management function. The role will lead the transformation of Order Management processes, including AI-enabled document scanning and data extraction, automated order validation, and workflow automation. The Senior Director will guide initiatives from development through implementation and adoption, establish measurable outcomes, and preserve appropriate human review and controls. The role will also help evaluate improvements to the broader Order-to-Cash operating model and may take on additional operational responsibilities in adjacent areas, including Billing Operations. This position is based at an Axon hub and follows a hybrid schedule: onsite Tuesday through Friday and remote on Mondays, unless an approved workplace accommodation applies. Hub locations listed are Seattle, San Francisco (Presidio), Scottsdale, Boston, NYC, Sterling, and Atlanta.

Requirements

10+ years of experience in Order Management, Revenue Operations, Commercial Operations, or related Order-to-Cash functions.
5+ years of people management experience, including leadership of globally distributed teams.
Proven ability to build, develop, and lead high-performing operational teams in a fast-paced, high-growth environment.
Experience serving as a process owner for Order Management, sales orders, or broader Order-to-Cash processes.
Demonstrated experience leading complex process transformations, including process redesign, automation, standardization, and implementation of new operating models.
Experience applying AI, intelligent document processing, OCR, workflow automation, or similar technologies to improve transaction processing, accuracy, productivity, or controls.
Strong understanding of Sarbanes-Oxley requirements and experience owning or operating key internal controls within the Order-to-Cash cycle.
Experience implementing and governing commercial or booking policies, including review and approval of policy exceptions and non-standard transactions.
Advanced experience with Salesforce, ERP platforms, and integrated financial and operational systems.
Demonstrated experience reviewing complex customer contracts, including State and Local and/or Federal government transactions.
Experience working with Hardware, Software, and Software-as-a-Service (SaaS) business models.
Strong analytical, project management, and organizational skills, including using data and metrics to drive operational improvements and measure performance.
Outstanding cross-functional communication skills and ability to translate complex operational, system, policy, and control issues into clear recommendations for Sales, Finance, IT, and senior leadership.
Bachelor’s degree in Business Administration, Accounting, Finance, Operations, or a related field.

Nice To Haves

Billing Operations experience, including invoice readiness, billing accuracy, exception management, or customer-specific billing requirements.
Knowledge of ASC 606 revenue recognition.

Responsibilities

Own Domestic Order Management, including Order Processing and Order Validation, ensuring orders are complete, accurate, compliant, and processed promptly.
Manage implementation, governance, and compliance with booking policies, including review and approval of designated transactions and policy exceptions within established approval thresholds.
Lead and develop Order Processing and Order Validation professionals, setting performance expectations, service levels, controls, and development plans.
Own the Order Management process-improvement and technology roadmap to simplify processes, reduce manual work, strengthen controls, and improve cycle time and accuracy.
Lead AI, automation, and intelligent document-processing initiatives through implementation and adoption, including document review, scanning, OCR, data extraction, automated validation, and workflow automation.
Partner with IT, Systems, Finance, Sales, and other stakeholders to design automated workflows for identifying missing information, validating requirements, routing exceptions, and advancing qualifying orders with less manual intervention.
Set and measure automation success criteria, including processing time, order accuracy, exception rates, manual touchpoints, control effectiveness, and productivity.
Maintain appropriate human review, exception management, monitoring, and internal controls as AI and automation are incorporated into processes.
Own operating review controls over adequate order documentation and work with customers and internal stakeholders to support accurate, timely fulfillment and billing.
Assist with identifying and reviewing sales opportunities, contracts, and non-standard transactions to ensure downstream operational requirements are understood and addressed.
Review and approve sales orders and ensure accurate, complete, and policy-compliant transmission to ERP, revenue, and downstream operational systems.
Ensure billing requirements are established based on customer contracts and partner with Billing and other teams to resolve complex contractual and billing requirements.
Partner with Billing leadership to improve the Order Management-to-Billing handoff, reduce downstream exceptions, improve invoice readiness, and increase first-time invoice accuracy.
Develop understanding of downstream Billing Operations, including invoice readiness, billing requirements, exception management, customer-specific invoicing, and causes of billing delays or corrections.
Evaluate Order-to-Cash improvements, including clarifying ownership, reducing handoffs, consolidating activities where appropriate, and strengthening end-to-end accountability.
Support assessment and potential implementation of operating model changes and build scalable processes, leadership capabilities, and operating rhythms for broader responsibilities over time.
Develop, maintain, and continuously improve Order Management policies, process documentation, procedures, decision frameworks, and checklists.
Provide training, documentation, and communications to Order Management teams and internal stakeholders as processes, policies, and systems evolve.
Lead development and improvement of systems and operational processes across the end-to-end Order-to-Cash cycle.
Perform self-audits and operate internal control procedures supporting Sarbanes-Oxley compliance and continued control effectiveness as processes become more automated.
Support integration of acquisitions into Axon’s Order-to-Cash processes, systems, policies, and controls.
Support internal and external Order-to-Cash audits, including preparation and review of audit documentation and deliverables.
Ensure adherence to booking SLAs, monitor performance and exceptions, and drive corrective actions to improve timely and accurate processing.
Lead cross-functional transformation initiatives to improve the accuracy, scalability, control environment, customer experience, and velocity of Order-to-Cash processes.