PSO Program Manager, Community Connect

Summary

Axon is a public safety technology company focused on protecting life through connected devices and cloud software. The PSO Program Manager, Community Connect will lead operational execution, performance visibility, technical readiness, escalations, and scalable delivery processes for the Community Connect program across customer teams.

Responsibilities

• Partner with PSO leadership to implement scalable workflows, operating rhythms, documentation, and reporting that support consistent program delivery
• Maintain visibility into overall program performance, project status, delivery milestones, dependencies, and customer-impacting risks
• Coordinate with Product, Engineering, Support, Sales, Finance, and other internal teams to remove delivery blockers, manage escalations, and improve the customer experience
• Support work-order management and closure activities, including quality checks, documentation, and internal handoffs
• Serve as a technical resource for deployment planning, hardware readiness, network connectivity, configuration, and integration requirements
• Support the deployment of Cores placed in the field by Community Connect team members, including remote configuration, activation, validation, and onsite technical support when needed
• Troubleshoot hardware, network, connectivity, and video-integration issues; document findings and coordinate escalation with the appropriate technical resources to drive resolution
• Create and maintain technical readiness guidance, deployment checklists, troubleshooting resources, and escalation paths for common Community Connect deployment scenarios
• Develop and maintain playbooks, training materials, job aids, and knowledge resources that enable consistent team execution
• Identify recurring delivery, technical, and process issues; partner with leadership to implement improvements that strengthen program execution at scale
• Support adoption of new products, internal tools, and program updates by ensuring the team has clear guidance and readiness resources

Skills

• Bachelor's degree in program management, project management, operations, information technology, professional services, or a related field; or equivalent practical experience, including 2+ years supporting customer-facing technical deployments, implementations, or professional-services programs involving remote hardware configuration, activation, troubleshooting, and field deployment coordination
• Working knowledge of hardware, networking, connectivity, and integration concepts—including IP addressing, DHCP, DNS, VLANs, firewalls, ports, Wi-Fi, bandwidth, and basic troubleshooting—and the ability to translate technical findings into clear next steps
• Experience managing complex, customer-facing work involving multiple stakeholders, dependencies, risks, competing priorities, and technical escalations
• Strong organizational, communication, and problem-solving skills, with the ability to maintain clear documentation, coordinate across teams, and drive issues through resolution
• Experience developing and improving workflows, playbooks, technical guidance, training materials, and knowledge resources that enable consistent execution
• Proficiency with CRM, project-management, and workflow tools such as Salesforce, Smartsheet, Jira, or similar platforms, as well as Microsoft Office and Google Workspace
• Analytical mindset, with the ability to use data and feedback to identify trends, surface risks, and improve operational performance
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance
• Ability to handle confidential and highly sensitive information with discretion and sound judgment
• Experience in public safety, SaaS, video technology, physical security technology, connected hardware, or a comparable technical environment is preferred

Qualifications

Must Haves

• Bachelor's degree in program management, project management, operations, information technology, professional services, or a related field; or equivalent practical experience, including 2+ years supporting customer-facing technical deployments, implementations, or professional-services programs involving remote hardware configuration, activation, troubleshooting, and field deployment coordination
• Working knowledge of hardware, networking, connectivity, and integration concepts—including IP addressing, DHCP, DNS, VLANs, firewalls, ports, Wi-Fi, bandwidth, and basic troubleshooting—and the ability to translate technical findings into clear next steps
• Experience managing complex, customer-facing work involving multiple stakeholders, dependencies, risks, competing priorities, and technical escalations
• Strong organizational, communication, and problem-solving skills, with the ability to maintain clear documentation, coordinate across teams, and drive issues through resolution
• Experience developing and improving workflows, playbooks, technical guidance, training materials, and knowledge resources that enable consistent execution
• Proficiency with CRM, project-management, and workflow tools such as Salesforce, Smartsheet, Jira, or similar platforms, as well as Microsoft Office and Google Workspace
• Analytical mindset, with the ability to use data and feedback to identify trends, surface risks, and improve operational performance
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance
• Ability to handle confidential and highly sensitive information with discretion and sound judgment

Nice to Haves

• Experience in public safety, SaaS, video technology, physical security technology, connected hardware, or a comparable technical environment is preferred

Benefits

• 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• Employee Resource Groups (ERGs)
• Snacks in our offices
• Remote work in PT or MT time zones