Director, Customer Operations

Your Impact:

As the Director within Axon’s Customer Operations organization, you will lead a small team of operations personnel.  In addition to coaching and developing your team members on a regular basis, you will be a key strategic leader within the Customer Operations organization.  You will thrive on identifying opportunities that will increase the business and financial impact of your team, and you work cross-functionally to develop and execute new programs that carry out that vision. 

Location: Remotely from anywhere in the United States
Travel: 10-20%
Reports to: VP, Customer Operations 

What You’ll Do

• People Leadership
• Oversee a team of operations personnel
• Conduct bi-weekly 1:1s and team meetings; provide feedback and coaching on an ongoing basis
• Establish and track career development goals for individuals on the team, as well as team KPIs
• Create and maintain succession plans across the team and work collectively to develop and retain talent across the organization
• Continually analyze team metrics to determine team progress and wins and put plans into place to improve
• Provide direction and leadership on execution of new team initiatives and workflows

• Operations
• Supports the broader Customer Operations team via initiatives and projects
• Assesses resourcing and tools required to improve the customer and employee experience to include formulating business cases
• Clearly understand and be able to articulate the customer journey with various Axon solutions
• Utilizes a variety of inputs to develop customer first strategies and tactics from sources like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), ProductBoard, and Voice of Customer (VoC)
• Track KPIs across all pillars of Customer Operations
• Work with CSM leadership to manage quarterly commissions
• Partner with Professional Services and Global Support to execute key projects that support the overall Customer Operations strategy
• Identify the TAP refreshes on an ongoing basis
• Identify and track customer renewals in partnership with Sales
• Partner with Customer success and product to communicate product adoption

• Strategic Thought Leadership
• Create a long-term strategy with support and partnership from other stakeholders that supports the overall growth objectives of Axon
• Instill proactive processes and initiatives that increase NPS, boost product adoption, increases customer retention and supports customers at the highest level.
• Create and maintain playbooks to standardize practices and maximize efficiency

• Collaboration and Partnership
•  Act as a key point of contact for marketing, sales, product and customer support activities and programs
• Communicate regularly with Axon’s executives to provide key insights, quarterly metrics, and suggestions for improving Customer Success across Axon’s entire customer-base
• Represents our customer priorities and interests with internal Axon stakeholders to build strategic roadmaps and direction

What You Bring

• Bachelor’s degree or higher
• 10+ years of previous management leading a Large-Market or Strategic-level team
• Prior work experience in a SaaS environment
• Prior work building and scaling a team
• Proven track record of cross-functional collaboration, change management and establishing processes
• Prior experience with Salesforce and Gainsight platforms a plus
• Solid communication skills with internal & external stakeholders
• Ability to excel in a fast-paced, high growth business environment
• Exhibit a high degree of ownership
• Ability to analyze data and communicate findings to leadership
• Ability to accommodate customers and team members in different U.S. time zones
• Ability to travel to Axon Headquarters and customer locations as needed

• 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

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

The Pay:

Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 120,000 in the lowest geographic market and USD 175,000 in the highest geographic market. The on target earnings range for this role is between USD 140,000 in the lowest geographic market and USD 250,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits (http://www.axon.com/careers/benefits).