Senior Program Manager, Customer Help - Axon
Scottsdale, AZ
About the Job
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
As the Sr. Program Manager, Customer Help, you'll lead key initiatives that prepare both our customers and internal teams to understand, adopt and use Axon products. You'll own critical programs in product localization, product communications, and training content, ensuring that features and updates are effectively communicated across global markets. You'll be at the center of how we deliver product knowledge to our teams and customers, driving success in adoption and usage.
Location: Scottsdale or Seattle (preferred) or Scottsdale AZ, Atlanta GA, Boston MA - Hybrid (come onsite as needed)
Reports to: Director, Customer Help
What You'll Do
- Work cross-functionally with internal stakeholders to define the vision, scope, timelines, and deliverables for each initiative as well as on any issues that arise throughout
- Oversee program-level change management activities in conjunction with stakeholders
- Monitor and track project milestones and success metrics for each initiative
- Develop a strong understanding of external and internal customer needs, in order to ensure that all programs support Axon's mission
- Participate on special initiatives as needed
Localization & Translation Ownership
- Manage the end-to-end process for localizing and translating product content, training materials, and customer communications. This library includes 1000+ assets and growing for the product pillar you will support. You'll partner across our global teams to prioritize customer needs, work with Axon's Localization Center of Excellence (CoE) and external vendors to ensure accurate and timely delivery of translated assets, and ensure assets remain updated.
Budget & Vendor Management
- Manage localization budgets and coordinate with external vendors to ensure projects are delivered on time and within budget. You'll track spending, prioritize projects, and ensure our translation needs are met efficiently.
Product Communication Strategy
- Own the development and execution of internal and external product communication strategies. You'll work closely with Product, Marketing, and Customer Success teams to ensure new features and product updates are clearly communicated, both internally and to our customers.
Enablement & Training Programs
- Drive the creation and management of enablement programs that train internal teams and customers on new product features and functionalities. Gather inputs from across teams to develop materials that meet customer needs and ensure product success in diverse markets.
People Management
- Manage a small team of two Project Managers, operating as a player-coach with overall accountability for Customer Help project management across content development, localization, and internal staff product training.
- This role requires strong consultative and execution skills, exceptional people leadership capabilities, and the ability to build and develop relationships across Axon.
What You'll Bring
- 5-8 years+ of experience in program management, product content, or localization
- 1-2 years+ people management experience
- Proven ability to manage large-scale localization and translation projects across global markets
- Excellent communication skills, with experience working across product, marketing, sales, and training teams
- Ability to manage multiple priorities in a fast-paced, cross-functional environment
- Experience with e-learning platforms, localization tools, or Translation Management Systems (TMS) is a plus
- Project Management (PMP) coursework or certification is a plus
- Experience managing budgets and external vendors
Benefits That Benefit You
- Competitive salary and 401k with employer match
- Discretionary paid time off
- Opportunities for growth and development
- An award-winning culture committed to diversity, inclusion, and innovation
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 94,770 in the lowest geographic market and USD 151,632 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.
Don't meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role and our mission to Protect Life but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Important Notes
The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We're committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.