Senior Incident Response Manager, Public Safety

The posting, as Axon wrote it

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911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology.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 suppo

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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.

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 recruitingops@axon.com .