PSO Program Manager, Community Connect

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 Axon Community Connect enables public safety agencies to build voluntary, policy-based partnerships with businesses and community members. Through camera registration and secure camera integration, the program expands investigative reach and real-time situational awareness during critical incidents while maintaining privacy, transparency, and camera-owner control. As the PSO Program Manager, Community Connect, you will lead the operational health and scalable execution of the Community Connect program across Axon’s U.S. customer base and growing international footprint. You will establish the operating discipline that enables Program Coordinators to deliver consistent agency outcomes. This includes maintaining visibility into program performance, work-order health, delivery dependencies, technical readiness, and customer-impacting risks; strengthening the processes, tools, and playbooks used across the team; and ensuring complex issues receive the appropriate cross-functional attention. You will serve as a program-level escalation resource, coordinating with Professional Services, Product, Engineering, Support, Sales, and Finance to remove blockers and drive resolution. You will also provide consultative support for hardware deployment readiness, remote hardware configuration and activation, connectivity, and camera integration requirements. Your work will enable agencies to launch and sustain Community Connect programs that extend operational visibility, strengthen community participation, and scale responsibly without compromising privacy or the customer experience. What You’ll Do Location: Hybrid Travel: Approximately 30% Reports to: Manager, Program Management (Community Connect) - 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. What You Bring - 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. - Experience in public safety, SaaS, video technology, physical security technology, connected hardware, or a comparable technical environment is preferred. - 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. 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 - Employee Resource Groups (ERGs) - 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. 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. We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice. 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. Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers. If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com.