Director Professional Services, Commonwealth

**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.

**Location**: Commonwealth Region (UK, ANZ, Canada)
**Travel Requirements**: 20%
**Reports to**: Senior Director, Global PSO
**Direct Reports**: 3 direct, total organization of 27

**Your Impact**
As Director of Professional Services for the Commonwealth region at Axon, you will play a critical role in driving professional services, operational excellence, and business growth across the UK, Australia & New Zealand (ANZ), and Canada. Leading a diverse team of Technical and Professional Services Managers, you will ensure exceptional service delivery aligned with Axon's mission to protect life and make communities safer. This role demands strategic thought leadership, a focus on customer satisfaction, and a collaborative approach to align regional and global standards.

**What You'll Do**
**Regional Leadership and Service Delivery**
- Manage service delivery across the Commonwealth region, ensuring compliance with local regulations and customer requirements.
- Oversee regional teams, including Technical and Professional Services Managers, ensuring high performance and engagement.
- Monitor and enhance customer satisfaction, retention, and product adoption metrics within the region.
- Allocate and optimize resources to meet regional revenue and profitability targets.

**Global Implementation and Standardization**:

- Develop and implement global service delivery standards and best practices.
- Lead training initiatives and ensure seamless knowledge transfer across regions.
- Handle escalations and ensure resolution of complex service delivery issues.
- Collaborate with global stakeholders to ensure consistent service quality.

**People Leadership**:

- Manage a team of three direct reports, overseeing a total organization of 27.
- Conduct bi-weekly 1:1s and team meetings to provide regular feedback and coaching.
- Establish and track career development goals and team KPIs.
- Develop and maintain succession plans to retain and grow talent.
- Foster a culture of collaboration, accountability, and continuous improvement.

**Operational Excellence**:

- Support broader Professional Services initiatives and projects across Axon.
- Leverage data-driven insights (NPS, CSAT, VoC) to refine customer-first strategies.
- Oversee resourcing and budgeting to exceed customer expectations.
- Track and analyze KPIs across Professional Services to identify opportunities for improvement.

**Strategic Thought Leadership**:

- Create and execute long-term strategies aligned with Axon's growth objectives.
- Instill proactive processes to boost NPS, increase product adoption, and enhance customer retention.
- Standardize practices through comprehensive playbooks to maximize efficiency.

**Collaboration and Partnership**:

- Act as a key liaison with marketing, sales, product, and customer support teams.
- Communicate insights and metrics to Axon's executive leadership, representing customer priorities.
- Build strategic roadmaps with internal stakeholders to elevate Professional Services globally.

**Conditions for Success**:

- High regional customer satisfaction and retention.
- Efficient allocation and utilization of resources.
- Consistent service quality across all regions.
- Achievement of regional revenue and profitability targets.
- Strong employee engagement and capability within service teams.

**Key KPIs**:

- Regional customer satisfaction scores.
- Time to implement new clients.
- Regional revenue growth.
- First-time resolution rate for support issues.
- Employee training and certification completion rates.

**What You Bring**:

- Bachelor's degree or higher.
- 10+ years of leadership experience in Professional Services or SaaS environments.
- Proven track record of scaling teams and driving operational excellence.
- Strong experience in cross-functional collaboration and process improvement.
- Proficiency in Salesforce and Gainsight is a plus.
- Exceptional analytical and communication skills.
- Ability to thrive in a fast-paced, high-growth business environment.
- Willingness to travel (20%) to Axon Headquarters and customer locations.

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.

**Important Notes**
- The above job description is not intended as, n