Senior Director of Domestic Order Management

Axon•Boston, MA

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 leader 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 operations teams. It leads a global team and owns key internal controls. The Senior Director will lead the continued transformation of Order Management, taking ownership of AI-enabled and automation initiatives such as intelligent document scanning and data extraction, automated validation, and workflow automation. The role is responsible for taking these efforts from development through implementation and adoption, with measurable business impact, while maintaining appropriate human review, exception management, monitoring, and controls. The position also brings an enterprise perspective to Axon’s evolving Order-to-Cash operating model. Although initially focused on Order Management, responsibilities may expand into adjacent areas such as Billing Operations. The successful candidate will help assess organizational design, process ownership, and end-to-end accountability as the business scales. The role is based at an Axon hub and follows a hybrid schedule: onsite Tuesday through Friday, with the flexibility to work remotely on Mondays unless an approved workplace accommodation applies. Hub locations listed are Seattle, San Francisco (Presidio), Scottsdale, Boston, NYC, Sterling, and Atlanta.

Requirements

10 or more years of experience in Order Management, Revenue Operations, Commercial Operations, or related Order-to-Cash functions.
5 or more 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 transformation initiatives, 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 Order-to-Cash internal controls.
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 in Hardware, Software, and Software-as-a-Service (SaaS) business models.
Strong analytical, project management, and organizational skills, including the ability to use data and metrics to drive improvements and measure performance.
Outstanding cross-functional communication skills and ability to communicate complex operational, system, policy, and control issues clearly to 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 on time.
Manage implementation and governance of 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, identifying ways 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 that identify missing information, validate order requirements, route exceptions, and reduce manual intervention.
Establish measurable success criteria for automation, including processing time, accuracy, exception rates, manual touchpoints, control effectiveness, and productivity.
Maintain human review, exception management, monitoring, and internal controls as AI and automation are introduced.
Own operating review controls over order documentation and work with customers and internal stakeholders to support accurate, timely fulfillment and billing.
Assist in identifying and reviewing sales opportunities, contracts, and non-standard transactions to address downstream operational requirements.
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.
Work with Billing leadership to improve the Order Management-to-Billing handoff, reduce exceptions, improve invoice readiness, and increase first-time invoice accuracy.
Develop a strong understanding of downstream Billing Operations, including invoice readiness, billing requirements, exception management, customer-specific invoicing requirements, and causes of billing delays or corrections.
Evaluate Order-to-Cash improvements, including clarifying ownership, reducing handoffs, consolidating activities where appropriate, and increasing end-to-end accountability.
Support assessment and potential implementation of operating model changes and build scalable processes, leadership capabilities, and operating rhythms for potential broader responsibilities.
Own the development, maintenance, and continuous improvement of Order Management policies, process documentation, operating procedures, decision frameworks, and checklists.
Ensure teams and internal stakeholders receive effective training, documentation, and communications as processes, policies, and systems evolve.
Lead continued 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 to support Sarbanes-Oxley compliance and ensure controls remain effective as processes become more automated.
Support integration of acquisitions into Axon’s Order-to-Cash processes, systems, policies, and controls.
Support internal and external audits of the Order-to-Cash cycle, 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.