PSO Program Manager, Community Connect

About the role

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.

What You'll Do

• 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

• 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)
• Snacks in offices

Pay & Schedule

• Remote - PT or MT Time Zones
• Travel: Approximately 30%
• Reports to: Manager, Program Management (Community Connect)

This response is AI-generated, for reference only.