Sr Director, Global Services & Support Operations

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

The Sr. Director of Operations for the Global Services & Support org will lead and scale a diverse, high-performing team responsible for delivering seamless, world-class customer experiences. This role owns operational excellence, strategic planning, and cross-functional alignment across Global Services & Support, ensuring that processes, systems, and people are positioned to deliver maximum impact in line with Axon’s mission and growth objectives.

What You'll Do

Location: Scottsdale, Arizona
Reports to: VP, Global Services & Support
Direct Reports: TBD

Leadership & Team Development

• Lead a team of 15–20 Project Managers, Deployment Administrators, Data Analysts, Provisioning Specialists, and Training professionals.
• Build a high-performance culture through hiring, coaching, mentoring, and succession planning to ensure bench strength for critical roles.
• Inspire and motivate team members to exceed performance expectations, while fostering professional growth and skill development.

Operational Excellence

• Oversee end-to-end coordination and scheduling of customer projects, including engagement with third-party vendors when required.
• Ensure accurate project setup, tracking, and reporting using Smartsheets and other tools to monitor performance, milestones, and KPIs.
• Partner with Finance, Accounting, and Audit to enforce robust work order management practices and compliance with policies.
• Own software provisioning processes, collaborating with IT and Accounting to enhance accuracy, automation, and efficiency.
• Drive operational cadence for Global Services & Support, ensuring alignment with the Axon calendar for MBRs, QBRs, monthly huddles, and other key meetings.

Customer Experience & Process Improvement

• Assess the full customer journey, identifying opportunities to simplify and enhance every stage of the experience.
• Lead process improvement initiatives that elevate both customer satisfaction and employee engagement.
• Collaborate with other Global Services & Support leaders to create a unified, high-impact approach to service delivery.
• Partner with Customer Success, Product, Engineering, and other cross-functional teams to ensure customers realize maximum value from Axon’s solutions.

Strategic Planning & Transformation

• Develop and execute a comprehensive 3-year strategy and operating plan for Global Services & Support that aligns with Axon’s mission and vision.
• Own the organization’s digital strategy and its implementation to streamline operations and enhance data-driven decision-making.
• Identify operational gaps and lead transformation initiatives across PSO and Global Support to deliver measurable, sustainable improvements.
• Track and report performance metrics to senior leadership, ensuring transparency, accountability, and continuous improvement.

What You Bring

• BA/BS Degree in a technical discipline or equivalent experience
• 8+ years of experience managing customer facing support teams
• Experience managing global Support teams and/or channels
• Experience growing early career leaders & individual contributors
• Excellent customer management instincts and abilities, excellent written and verbal communications, executive level presence and experience in facilitation of meetings with C-level attendees

Work Location

This role is based out of our Scottsdale, AZ office and follows a hybrid schedule. We rely on in-person collaboration and ask that team members work onsite Tuesdays through Fridays, with the flexibility to work remotely on Mondays, unless there is an approved workplace accommodation. We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success.

Benefits that Benefit You

• Competitive salary and 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
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work

#LI-Hybrid

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.