Director, Technical Support (Dedrone)

Who you are

You are a seasoned technical support leader with a proven track record of building and transforming teams. With extensive operational experience, you understand the intricacies of drone and robotics technology, enabling you to lead effectively through change. Your ability to foster cross-functional partnerships is key to your success, as you will collaborate closely with Product, Engineering, Sales, Customer Success, and IT teams to deliver a unified customer experience. You thrive in fast-paced environments and are driven by a mission that matters, making you a perfect fit for Axon's culture of candor and care.

You possess a strong understanding of customer support processes and are adept at shaping and implementing scalable support frameworks. Your leadership style encourages ownership and accountability, empowering your team to excel in their roles. You are committed to continuous growth and improvement, both personally and for your team, ensuring that everyone can do their best work.

Desirable

Experience in the connected devices or drone industry is highly desirable, as it will enhance your ability to lead the Dedrone support organization effectively. Familiarity with customer support technologies and methodologies will also be beneficial in this role.

What you'll do

As the Director of Technical Support for Dedrone at Axon, you will play a pivotal role in scaling and integrating the support organization into Axon's Global Customer Support framework. You will report directly to the Senior Director of Global Customer Support and be responsible for building the operational foundation and structure necessary to support Axon's rapidly evolving product portfolio. Your leadership will be crucial in driving post-acquisition alignment and ensuring that the support processes are both efficient and effective.

You will lead a team of technical support professionals, guiding them in delivering exceptional service to customers. Your responsibilities will include shaping support processes, implementing best practices, and ensuring that your team is equipped to handle the complexities of the products they support. You will also work closely with cross-functional teams to identify opportunities for improvement and innovation in the customer support experience.

In this role, you will be expected to analyze support metrics and customer feedback to continuously refine and enhance the support operations. Your ability to communicate effectively with both technical and non-technical stakeholders will be essential as you advocate for the needs of your team and the customers they serve. You will also play a key role in training and developing your team, fostering a culture of learning and growth.

What we offer

At Axon, you will be part of a mission-driven organization that values the contributions of every employee. You will have the opportunity to make a meaningful impact on society's safety and justice issues through your work. The company offers a collaborative and supportive work environment where you can thrive and grow in your career. Axon is committed to providing the resources and support necessary for you to succeed in your role and achieve your professional goals.