Program Manager, Community Connect

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

📋 Description

• Oversee the operational effectiveness and scalable implementation of the Community Connect program for Axon’s U.S. clientele and expanding international presence.

• Establish scalable processes, operational routines, documentation, and reporting for uniform program execution.

• Ensure visibility into program performance, project progress, delivery milestones, dependencies, and risks that may impact customers.

• Collaborate with Product, Engineering, Support, Sales, Finance, and other internal teams to eliminate obstacles and handle escalations.

• Assist with work-order management and closure, including quality assurance, documentation, and internal transitions.

• Act as a technical consultant for deployment planning, hardware preparedness, network connectivity, configuration, and integration needs.

• Facilitate the deployment of field-installed Cores by managing remote configuration, activation, validation, and providing on-site technical assistance when necessary.

• Diagnose hardware, network, connectivity, and video integration problems, and manage technical escalations accordingly.

• Develop technical readiness instructions, deployment checklists, troubleshooting support resources, and escalation pathways.

• Create and maintain playbooks, training documentation, job aids, and knowledge repositories.

• Recognize recurring delivery, technical, and procedural challenges and enact enhancements.

• Assist in the adoption of new products, internal tools, and program modifications.

⛳️ Requirements

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

• Proficient understanding of hardware, networking, connectivity, and integration principles, including IP addressing, DHCP, DNS, VLANs, firewalls, ports, Wi-Fi, and bandwidth.

• Experience in managing intricate, customer-facing tasks involving multiple stakeholders, dependencies, risks, competing priorities, and technical escalations.

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

• Background in developing and enhancing workflows, playbooks, technical instructions, training materials, and knowledge assets.

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

• Analytical skills to leverage data and feedback for identifying trends, highlighting risks, and enhancing operational performance.

• Preferred experience in public safety, SaaS, video technology, physical security technology, connected hardware, or a comparable technical field.

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

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

🏝️ Benefits

• Competitive salary and 401k with employer matching.

• Discretionary paid time off.

• Paid parental leave for all employees.

• Medical, Dental, and Vision insurance plans.

• Fitness programs available.

• Support for emotional and mental wellness.

• Opportunities for learning and development.

• Employee Resource Groups (ERGs).

• Snacks available in the office.