Senior Director of Domestic Order Management

Senior Director of Domestic Order Management
Company: Axon
Location: New York, New York, United States
Department: 4504 Commercial Operations
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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.
Your Impact
Axon is searching for a Senior Director of Order Management to lead our Domestic Order Management function, including our Order Processing and Order Validation teams. This key operational leader will have a direct impact on customer experience, order accuracy, compliance, and downstream fulfillment and billing execution.
This position reports to the Vice President of Commercial Operations and works closely with Sales, Legal, Finance, IT, and operational teams across Axon. The Senior Director will own several key company internal controls and will lead a global team of Order Processing and Order Validation professionals responsible for building and maintaining a best-in-class order management function.
A critical component of this role will be leading the continued transformation of Axon’s order management processes. The Senior Director will assume ownership of automation and AI-enabled initiatives currently underway, including intelligent document scanning and data extraction, automated order validation, and workflow automation designed to reduce manual processing and enable orders to move from submission through validation and closure more efficiently. This leader will be accountable for advancing these initiatives from development through implementation, adoption, and measurable business impact.
As Axon continues to mature its Order-to-Cash operating model, the scope of this role may evolve over time. The Senior Director will be expected to bring an enterprise mindset to the broader Order-to-Cash process and help evaluate opportunities to improve organizational design, process ownership, and end-to-end accountability. This may include assuming additional operational responsibilities in adjacent areas, including Billing Operations. While the initial scope is focused on Order Management, the successful candidate should be comfortable operating in an evolving environment and taking on broader responsibilities as the business scales.
What You’ll Do
Location: On-site 4x a week (Tuesday-Friday) at an Axon Hub location. Hub Locations: Seattle, San Francisco (Presidio), Scottsdale, Boston, NYC, Sterling, Atlanta
Reports to: Vice President Commercial Operations
Own all aspects of Domestic Order Management, including Order Processing and Order Validation, ensuring orders are complete, accurate, compliant, and processed in a timely manner.
Manage the implementation, governance, and ongoing compliance with Axon’s booking policies, including review and approval of designated transactions and policy exceptions within established approval thresholds.
Lead a team of Order Processing and Order Validation professionals, establishing clear performance expectations, service levels, controls, and development plans.
Own the Order Management process improvement and technology roadmap, identifying opportunities to simplify processes, eliminate manual work, strengthen controls, and improve order cycle time and accuracy.
Assume ownership of AI, automation, and intelligent document-processing initiatives currently in development and drive them through successful implementation and adoption.
Lead initiatives utilizing technologies such as AI-enabled document review, document scanning, optical character recognition (OCR), intelligent data extraction, automated validation, and workflow automation to streamline order intake and processing.
Partner with IT, Systems, Finance, Sales, and other stakeholders to design and implement automated workflows that identify missing information, validate order requirements, route exceptions, and enable qualifying orders to progress through the order lifecycle with reduced manual intervention.
Establish measurable success criteria for automation initiatives, including improvements in processing time, order accuracy, exception rates, manual touchpoints, control effectiveness, and overall productivity.
Maintain appropriate human review, exception management, monitoring, and internal controls as AI and automation are incorporated into Order Management processes.
Own operating review controls over adequate order documentation and work directly with customers and internal stakeholders to support accurate and timely fulfillment and billing.
Assist with the identification and review of sales opportunities, contracts, and non-standard transactions to ensure downstream operational requirements are understood and addressed.
Review and approve sales orders and ensure orders are transmitted to Axon’s ERP, revenue, and downstream operational systems accurately, completely, and consistently with company policies.
Ensure billing requirements are appropriately established based on customer contracts. Partner closely with Billing and other cross-functional teams to resolve complex contractual and billing requirements.
Partner closely with Billing leadership to improve the handoff between Order Management and Billing, reduce downstream exceptions, improve invoice readiness, and increase first-time invoice accuracy.
Develop a strong understanding of downstream Billing Operations, including invoice readiness, billing requirements, exception management, customer-specific invoicing requirements, and the root causes of billing delays or corrections.
Evaluate opportunities to improve Order-to-Cash processes, including clarifying ownership, reducing handoffs, consolidating activities where appropriate, and creating greater end-to-end accountability.
Support the assessment and potential implementation of future operating model changes across Order Management as Axon continues to scale.
Build scalable processes, leadership capabilities, and operating rhythms that can support broader responsibility across adjacent Order-to-Cash functions over time.
Own the development, maintenance, and continuous improvement of Order Management policies, process documentation, operating procedures, decision frameworks, and checklists.
Ensure high-quality training, documentation, and communication are provided to Order Management teams and internal stakeholders as processes, policies, and systems evolve.
Lead ongoing development and improvement of Axon’s systems and operational processes across the end-to-end Order-to-Cash cycle.
Perform self-audits and operate internal control procedures to support Sarbanes-Oxley compliance and ensure continued effectiveness as processes become increasingly automated.
Support the integration of acquisitions into Axon’s Order-to-Cash processes, systems, policies, and controls.
Support internal and external audits of Axon’s Order-to-Cash cycle, including preparation and review of audit documentation and deliverables.
Ensure adherence to established booking SLAs, proactively monitor performance and exceptions, and drive corrective actions to improve timely and accurate transaction processing.
Lead cross-functional transformation initiatives that improve the accuracy, scalability, control environment, customer experience, and velocity of Axon’s Order-to-Cash processes.
What You Bring
10+ years of experience in Order Management,Revenue Operations, Commercial Operations, or related Order-to-Cash functions. Billing Operations experience is strongly preferred.