Professional Services Program Manager

About the role

We're seeking a motivated, relationship-oriented problem solver to join our Professional Services Operations team. As a Program Manager, you'll lead critical operational programs that help Global Services & Support scale effectively while improving deployment readiness, operational visibility, and cross-functional execution.

Responsibilities

• Lead cross-functional programs and initiatives that improve deployment readiness, operational performance, and organizational scalability.
• Own and continuously improve key operating mechanisms that support project intake, deployment readiness, portfolio visibility, and service delivery.
• Translate business needs into clear program plans, milestones, risks, dependencies, and measurable outcomes.
• Drive alignment across stakeholders, identify risks and blockers, and help teams make informed operational decisions.
• Support ongoing business priorities and operational initiatives as organizational needs evolve.
• Design, build, and maintain reporting frameworks that provide visibility into deployment health, backlog trends, operational performance, customer readiness, and resource utilization.
• Develop dashboards, analyses, and presentations that help leaders monitor performance and make data-informed decisions.
• Partner with stakeholders to define meaningful metrics, identify opportunities for improvement, and measure business outcomes.
• Turn ambiguous questions into clear, actionable insights that support operational and strategic decision-making.
• Review pipeline opportunities and implementation requests to ensure projects are properly qualified, scoped, and prepared for successful delivery.
• Partner with Sales, Customer Success, and Professional Services teams to identify and resolve issues related to implementation requirements, service estimates, customer readiness, and project intake quality.
• Improve intake and handoff processes to reduce operational friction, increase consistency, and improve customer outcomes.
• Serve as a trusted partner in identifying and resolving cross-functional issues before they impact project execution.
• Map business processes, document requirements, and lead initiatives that improve operational efficiency and effectiveness.
• Champion automation, standardization, and system enhancements that improve visibility, accuracy, and scalability.
• Coordinate with Commercial Operations, IT, Finance, and other stakeholders to improve workflows, reporting, and data integrity.
• Leverage AI-powered tools and emerging technologies to streamline analysis, documentation, and execution.
• Build trusted partnerships with stakeholders across Professional Services, Sales, Customer Success, Product, Engineering, Finance, and Operations.
• Facilitate discussions that align teams around priorities, goals, and desired outcomes.
• Ask thoughtful questions, challenge assumptions constructively, and help stakeholders frame business problems before solutions are developed.
• Communicate clearly and effectively to both leadership and frontline teams, tailoring messaging to the audience and situation.

Requirements

• Bachelor's degree in a related field or equivalent practical experience.
• 3–5 years of experience in program management, project management, operations, professional services, business operations and analytics, or a related field.
• Demonstrated ability to improve processes, influence stakeholders, and deliver measurable business outcomes.
• Strong alignment with Axon Values.

Skills & Tools

• Strong proficiency in Excel.
• Experience with tools such as Smartsheet, Salesforce, Power BI, Sigma, Google Workspace, or similar platforms.
• Strong analytical capabilities with the ability to transform complex data into actionable business insights.
• Experience leveraging AI-powered tools to improve productivity, analysis, documentation, and execution.
• Ability to build executive-ready reporting, dashboards, and presentations.
• Strong written and verbal communication skills with the ability to simplify complex information.