- Location
- New York, New York, United States
- Department
- 2041 Carbyne Development
- Seniority
- Senior
- Experience
- 7+ years
- Source
- Greenhouse
Description
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.
About Axon 911
Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer—helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most.
911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology. Axon 911 is here to change that. Joining this team means more than taking a job—it means helping shape the future of emergency response and building a safer, more connected world.
Your Impact
At Axon 911, we are building mission-critical technology that supports emergency communications, public safety operations, and real-time response environments. We are seeking a Senior Service Delivery Manager, who will own the escalation lifecycle from intake to resolution, ensuring incidents are triaged accurately, prioritized based on operational and customer impact, assigned to the appropriate technical resources, and driven to closure with strong operational accountability and follow-through.
This is a founding role with high visibility and high impact, as this individual will serve as the operational lead during customer-impacting incidents, coordinating cross-functional response efforts across Software engineering, Operations and Customer Support resources.
The ideal candidate thrives under pressure, communicates with clarity and structure, and can confidently lead operational response efforts involving technical teams, executive stakeholders, and customer leadership.
What You’ll Do
- Lead and coordinate P1/P0 customer-impacting incidents across mission-critical SaaS environments
- Serve as Incident Commander during high-severity operational events and customer escalations
- Facilitate bridge calls and coordinate cross-functional response efforts across Engineering, Infrastructure, Product, Support, NOC, and Customer teams
- Maintain clear, structured communication with both internal stakeholders and customer leadership teams, including executive-level audiences
- Drive operational accountability, incident timelines, action items, and follow-through during active incidents
- Lead post-incident reviews, root cause analysis discussions, after-action reporting, and operational improvement initiatives
- Partner closely with NOC and operational teams to support service continuity and platform reliability
- Help establish and mature incident management processes, workflows, tooling, and operational standards
- Participate in an on-call leadership rotation supporting critical customer incidents
- Travel up to 25% as needed to support customer operations, strategic initiatives, or critical incident response efforts
What You Bring
- 7+ years of experience in Incident Management, Major Incident Management, Technical Operations, Escalation Management, NOC Operations, Service Reliability, or related operational leadership roles
- Experience leading high-severity operational incidents within SaaS, cloud, mission-critical, or highly available technical environments
- Strong executive communication skills with the ability to remain calm, structured, and decisive during high-pressure situations
- Experience coordinating cross-functional technical teams during customer-impacting incidents
- Demonstrated ability to drive operational accountability and lead complex incident response efforts without direct authority
- Strong understanding of technical infrastructure concepts including cloud environments, networking, VoIP, SaaS platforms, APIs, integrations, and distributed systems
- Experience leading post-mortems, root cause analysis reviews, and operational improvement initiatives
- Comfortable operating within fast-paced, high-growth, and evolving environments
- Ability to participate in a heavy on-call rotation supporting mission-critical customer
Nice-to-Haves:
- Experience supporting mission-critical environments such as:
- Public Safety
- PSAP/ECC operations
- Emergency Communications
- NG911 environments
- Critical Infrastructure
- Real-Time Communications platforms
- Experience working with public safety technology vendors or operational environments
- Familiarity with CAD systems, call handling systems, emergency communications workflows, or incident command structures
- Experience supporting highly regulated or operationally sensitive customer environments
- Exposure to NIMS, ICS, APCO, ENP, or emergency communications operational frameworks
- Prior experience in public safety operations, emergency communications centers, or mission-critical command environments
Work Location
Team members in this position will follow a hybrid work model, which includes working onsite at a regional hub from Tuesday to Friday.
Benefits that Benefit You
- Competitive salary and 401k with employer match
- Discretionary paid time off
- Paid parental leave for all
- Medical, Dental, Vision plans
- Fitness Programs
- Emotional & Mental Wellness support
- Learning & Development programs
- And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. 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 https://www.axon.com/careers.
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.
We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [email protected] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.
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 [email protected]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers. If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to [email protected].