Senior Program Manager, Customer Help

Details of the offer

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 visitwww.axon.com/careers/benefits .


Nominal Salary: To be agreed

Source: Greenhouse

Job Function:

Requirements

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