Teams at Axon

Leads day-to-day RMA customer support operations by prioritizing queues, handling escalations, coaching team members, maintaining process documentation, conducting quality reviews, and identifying process improvements. Collaborates with logistics, technical support, customer success, and other teams to resolve return-related issues. Supports workflow testing and validation while ensuring consistent customer service and adherence to established return processes.

Own adoption and enablement programs for the Axon Fusus platform, including curriculum development, instructor-led training, internal enablement, customer adoption, sustainment support, escalations, readiness assessments, and quality validation. Partner cross-functionally to improve training effectiveness, translate operational use cases into scalable programs, and provide feedback that informs product and deployment improvements. The role supports internal teams and law enforcement customers and requires approximately 50% travel.

Leads highly complex, company-level technical programs spanning R&D and business organizations. Defines strategy, technical direction, execution plans, success metrics, and accountability mechanisms for ambiguous, high-risk initiatives. Advises CTO- and executive-level stakeholders, coordinates multiple TPMs, manages architectural and operational risks, and drives scalability, reliability, and resilience. Establishes organization-wide program management standards, mentors senior technical leaders, and improves execution across teams and time zones.