Engagement Manager, Prepared by Axon

Axon Enterprise, Inc.

Job Overview

Location

Washington, District of Columbia, United States

Job Type

Full-time

Full Job Description

📋 Description

• As an Engagement Manager at Axon’s Prepared division, you will play a pivotal role in advancing the mission to Protect Life by ensuring public safety agencies fully leverage the Prepared platform to improve emergency response outcomes. You will be a trusted advisor and product expert, bridging the gap between cutting-edge AI-powered technology and real-world 911 operations, directly contributing to faster, more effective crisis resolution across the United States.
• You will partner closely with public safety agencies to deeply understand their unique workflows, challenges, and operational goals, then tailor training and engagement strategies to ensure every role within the agency—from call takers to supervisors—maximizes value from the Prepared platform. Your work will drive adoption, satisfaction, and long-term success by transforming how agencies prepare for, respond to, and learn from emergencies.
• You will serve as the voice of the customer within Axon, collaborating with Customer Success Managers, product, engineering, and support teams to surface feedback, identify blockers to engagement, and influence product development so that the platform evolves to meet the evolving needs of first responders and dispatch centers.
• You will monitor customer usage metrics and proactively intervene when usage dips or best practices are not being followed, using data-driven insights to guide coaching, retraining, and process improvements that ensure agencies achieve their safety and efficiency goals.
• You will become a subject matter expert on the Prepared platform, mastering its AI-driven features—including real-time language translation, call transcription, sentiment analysis, and resource recommendation tools—and translating complex technical capabilities into clear, actionable guidance for non-technical public safety professionals.
• You will conduct engaging, hands-on, onsite training sessions for diverse roles within agencies (call takers, dispatchers, supervisors, IT staff), adapting your delivery style to varied learning needs and ensuring participants leave confident and competent in using the platform under pressure.
• You will triage and resolve customer issues in partnership with technical support, providing timely, empathetic solutions that maintain trust and minimize downtime during critical operations.
• You will build and nurture strong, multi-level relationships within customer organizations, earning credibility as a reliable partner who understands the high-stakes realities of 911 operations and is committed to helping agencies succeed.
• You will thrive in a fast-paced, mission-driven startup environment within Axon, embracing adaptability, continuous learning, and a growth mindset as you help scale Prepared’s impact across 49 states and over 90 million people served.
• You will gain deep expertise in public safety technology ecosystems, including NG911, CAD systems, and emergency communications workflows, positioning you as a leader in the intersection of AI and public safety innovation.
• You will have the opportunity to shape the future of emergency response by influencing product roadmap based on frontline feedback, directly contributing to life-saving advancements in how 911 calls are processed, understood, and acted upon.

🎯 Requirements

• 3+ years of experience in customer success, training, or a related field focused on product adoption, preferably within SaaS or public safety industries.
• Firsthand experience in emergency communications, including prior roles as a 911 call taker, dispatcher, operations manager, or equivalent, with a deep understanding of 911, CAD, NG911, and public safety technology ecosystems.
• Excellent written and verbal communication skills, with the proven ability to translate complex technical concepts into clear, actionable insights for diverse audiences.
• Strong analytical and problem-solving abilities, enabling you to creatively address customer needs, drive product adoption, and resolve issues efficiently.
• Proven track record of building and maintaining relationships across multiple levels of an organization, fostering trust and collaboration.
• Comfortable working in a fast-paced, evolving startup environment with a willingness to adapt, learn quickly, and grow alongside the company.
• Tech-savvy mindset: ability to rapidly learn and become proficient in new technologies and systems.
• Customer-centric mindset: genuine passion for helping customers succeed, demonstrated through proactive, empathetic, and solution-oriented engagement.
• Nice to have: Direct experience in the 911 space or at a company supporting 911 services (e.g., emergency call handling, dispatch technology, or related public safety communications systems).

🏖️ Benefits

• Competitive salary range of $102,450.00 - $185,000.00 annually, with additional bonus and equity components as part of Axon’s total compensation package.
• Comprehensive health benefits including medical, dental, and vision plans.
• Discretionary paid time off and paid parental leave for all employees.
• 401(k) plan with employer match to support long-term financial wellness.
• Fitness programs, emotional and mental wellness support, and learning & development opportunities.
• Snacks provided in Axon offices (for those who work onsite or visit).

Skills & Technologies

Remote

Degree Required

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Axon Enterprise, Inc.

Visit Website

About Axon Enterprise, Inc.

Axon Enterprise, Inc. develops, manufactures and sells conducted energy weapons, body-worn cameras, digital evidence management software and related cloud services for law-enforcement, military and civilian security markets. Founded in 1993 as TASER International, the company rebranded to Axon in 2017 to emphasize its expanded portfolio beyond stun devices. Headquartered in Scottsdale, Arizona, it offers integrated hardware-software platforms such as Axon Evidence and Axon Records that streamline workflows, improve transparency and reduce paperwork for public safety agencies worldwide.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.