Senior Director, Real Time Operations (RTO) SaaS Delivery

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

At Axon, we're not just delivering products—we're transforming how public safety agencies operate. As we expand our impact, we're seeking an innovative leader to tackle complexity head-on and turn challenges into scalable solutions that drive real-world change. Axon’s breadth of product offerings and high flexibility for meeting customer needs results in dynamic and complex customer agreements that can be challenging to implement. Your problem-solving skills, business acumen, technical expertise and industry experience will come into play as you find effective ways to enhance and scale the software deployment experience. You will be able to help Axon reach new heights by enabling faster and more effective means of deploying our offerings at scale.

What You’ll Do 

Location: Hybrid in one of our US based hubs (Atlanta, Boston, Denver, San Francisco, Scottsdale, or Seattle metro areas)
Reports to: VP, Software Services

• Owns the successful go-live and customer satisfaction for complex SaaS public safety Real Time Operations solutions (Fusus). Deploying Fusus from Axon involves installing cloud components, integrating cameras and systems like CAD, configuring user access, and training personnel to deliver a real-time intelligence platform.
• Owns and manages the discovery analysis, statements of work, product gap assessments, project planning, execution, on-site training and project close out.
• Motivates, inspires, leads and scales a rapidly growing team of 60+ people with skills in business analysis, engineering, solution architecture, integrations, and implementation across the global PSO team.
• Partners closely with Product to influence the product and tool enhancements that shorten our deployment times
• Identifies Systems Integrators and contractor to augment Axon’s service delivery operations
• Maintains a strong partnership with Sales to align on customer priorities and communicate issues and concerns as it relates to customer sentiment and help needed
• Drives the pace of deployments for Fusus by identifying scaling opportunities, and proposing new processes and or tooling
• Influences roadmap and specifications through close collaboration with Product and R&D teams.
• Collaborates with Training to optimize the delivery of content and solutions.
• Partners with functional teams across the organization to deliver high-quality desired outcomes (Hardware deployments, Technical Account Management, Finance, People Operations, and R&D).
• Partner with Finance to build a comprehensive capacity and resource model and strategy that enables flexibility and ensures we meet our SLA
• Stays current with industry best practices and competitive intel to help shape and evolve Axon’s software services organization
• Proactively monitors and strives to maintain high levels of quality, accuracy, and process consistency.
• Can closely monitor and report on the health of projects and agencies as it relates to SW deployments
• Establishes KPIs and tracks to ensure individual and overall organizational performance
• Builds a strong team, establishes succession plans, and provides coaching and mentorship to employees
• Identifies new ways of working and can reduce costs to increase margins
• Owns the go-to-market software services RTO pricing strategy with input from Sales and Product

What You Bring

• Bachelor's degree in business, engineering, or an applicable field
• 10+ years of experience leading SaaS deployment teams
• Powerful communicator (both oral & written)
• Demonstrated ability to influence cross-functionally to achieve results
• Demonstrated ability to work in a dynamic, fast-paced, changing environment
• Deploying new products under tight constraints. Success on the front lines of deploying solutions that require customers to change their behaviors while accommodating fixed requirements, time, and resources.
• Bring best practices from SaaS deployment to evangelize a vision for Axon.
• Excellent talent assessment and leadership skills.
• Judgment to craf