Program Manager, Community Connect

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Oversee the operational integrity and scalable execution of the Community Connect program across Axon’s U.S. clientele and expanding international presence.

• Establish scalable workflows, operational routines, documentation, and reporting for consistent program execution.

• Ensure visibility into program performance, project status, delivery milestones, dependencies, and risks affecting customers.

• Collaborate with Product, Engineering, Support, Sales, Finance, and other internal teams to eliminate obstacles, manage escalations, and enhance customer experience.

• Assist in work-order management and closure, ensuring quality checks, documentation, and internal transitions.

• Provide technical assistance for deployment planning, hardware preparedness, network connectivity, configuration, and integration needs.

• Facilitate the deployment of field-installed Cores through remote configuration, activation, validation, and onsite technical support as necessary.

• Diagnose hardware, network, connectivity, and video-integration challenges and organize technical escalations.

• Develop technical readiness documentation, deployment checklists, troubleshooting guides, and escalation procedures.

• Create playbooks, training resources, job aids, and knowledge materials.

• Recognize recurring issues in delivery, technical processes, and workflows, and drive improvements.

• Promote the adoption of new products, internal tools, and program enhancements.

⛳️ Requirements

• A Bachelor’s degree in program management, project management, operations, information technology, professional services, or a related discipline; or equivalent practical experience, including 2+ years in customer-facing technical deployments, implementations, or professional-services programs that involve remote hardware configuration, activation, troubleshooting, and coordination of field deployment.

• Familiarity with hardware, networking, connectivity, and integration principles, including IP addressing, DHCP, DNS, VLANs, firewalls, ports, Wi-Fi, bandwidth, and basic troubleshooting.

• Proven experience managing complex, customer-facing tasks involving multiple stakeholders, dependencies, risks, competing priorities, and technical escalations.

• Exceptional organizational, communication, and problem-solving abilities.

• Experience in developing and refining workflows, playbooks, technical documentation, training materials, and knowledge resources.

• Proficiency in CRM, project management, and workflow tools such as Salesforce, Smartsheet, Jira, or similar platforms, along with Microsoft Office and Google Workspace.

• An analytical mindset capable of utilizing data and feedback to identify trends, highlight risks, and enhance operational performance.

• Background in public safety, SaaS, video technology, physical security technology, connected hardware, or a similar technical field is preferred.

• Must successfully pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance.

• Ability to manage confidential and highly sensitive information with discretion and sound judgment.

🏝️ Benefits

• Competitive salary and 401k with employer match.

• Discretionary paid time off.

• Paid parental leave for all employees.

• Comprehensive Medical, Dental, and Vision plans.

• Access to Fitness Programs.

• Support for Emotional & Mental Wellness.

• Opportunities for Learning & Development.

• Participation in Employee Resource Groups (ERGs).

• Complimentary snacks in offices.