Implementation Manager, Enterprise

First Due

1d•Remote

About The Position

The Implementation Manager, Enterprise owns end-to-end delivery of First Due’s largest and most complex Enterprise implementation programs in the United States. These multi-module, multi-phase deployments serve large fire and EMS agencies and may include computer-aided dispatch integrations, substantial historical data migration from legacy records management systems, and stakeholder groups spanning command staff, information technology, dispatch, EMS, fire prevention, training, labor representation, and municipal government. This is a senior individual contributor position with no direct reports. The Implementation Manager coordinates Implementation Consultants and Technical Services resources, owns the program plan and customer relationship, and is accountable for delivery quality, timeline integrity, and scope control across an assigned portfolio. The role applies formal project management discipline and uses AI tooling to reduce routine delivery work while maintaining responsibility for the accuracy of AI-assisted outputs and compliance with First Due’s data handling standards. The position is remote within the United States and may require travel to customer sites, team events, and company offsites, up to 25 percent. First Due describes its compensation and benefits package as including competitive pay, medical, dental and vision coverage, FSA/HSA, 401(k), flexible PTO, a fully remote workplace, a technology stipend, advancement opportunities, and other benefits and perks.

Requirements

Seven or more years of customer-facing implementation, professional services, or program management experience in a SaaS environment.
Experience owning multi-workstream programs with phased deployments across more than one customer department.
Strong public safety industry knowledge, particularly fire service operations and EMS, including agency organization, funding, and governance.
Proven ability to lead large, multi-department stakeholder groups, including executive sponsors, technical staff, and represented or shift-based workforces.
Formal project management discipline, including baselined scheduling, critical path management, risk and issue tracking, documented change control, and structured status reporting.
Demonstrated use of AI tooling in a delivery or program management workflow, with judgment about when outputs are reliable and when human validation is required.
Experience translating agency operational and regulatory requirements into software delivery scope.
Excellent executive-level written and verbal communication, including the ability to deliver unwelcome information to senior customer stakeholders while maintaining the relationship.
Experience with Rocketlane or a comparable professional services delivery platform.
Working knowledge of Microsoft 365 products, including Outlook, Teams, Word, and Excel.
Ability to travel to customer sites, team events, and company offsites, up to 25 percent.
Authorization to work for any US employer in the United States; the employer states it cannot sponsor or transition ownership of employment visa sponsorship.
Successful completion of a criminal background check is required for hiring.

Nice To Haves

PMP or equivalent professional project or program management certification.
Experience delivering programs to public sector or government customers, including procurement, security review, and compliance processes.
Experience working within a formal program management or delivery governance function at a SaaS organization.
Change management certification or experience with a formal change adoption methodology.
Working knowledge of Salesforce, including account data hygiene and project handoff from Sales.
Direct hands-on experience with Rocketlane.
Bachelor’s degree or equivalent professional experience.

Responsibilities

Own delivery of an assigned portfolio of Enterprise programs from sales transition through configuration, integration, data migration, training, go-live, and Customer Success transition.
Build and maintain program plans in Rocketlane, including critical paths, workstream dependencies, module-level exit criteria, effort actuals, and risk and decision records.
Sequence go-live events around agency operational readiness and recover at-risk or stalled programs with a documented path to resolution or closure.
Publish weekly program status covering schedule health, open risks with owners and dates, and decisions required.
Own change control and validate sales transition details—including scope, contract commitments, and go-live expectations—before kickoff.
Lead engagements with large, multi-department stakeholder groups, including agency command staff, IT and cybersecurity, dispatch, EMS and medical direction, training, fire prevention, labor representatives, and municipal government.
Lead change adoption for shift-based personnel, represented workforces, and volunteer or combination staffing models.
Use First Due AI tooling for routine delivery work such as drafting status updates, summarizing meetings, capturing action items, generating first-pass plans, and synthesizing risks across workstreams.
Use AI-assisted analysis for program preparation, including legacy data assessment, first-pass migration field mapping, and agency-specific discovery sets; act on Rocketlane forecasting signals to identify potential schedule slippage.
Validate the accuracy of AI-assisted outputs shared with agencies and handle customer data according to First Due’s data handling standards.
Deliver against contracted services scope, hours, and fees, and recommend a commercial position to segment leadership when overrun risk arises.
Draft and negotiate change orders with segment leadership, Sales, and the agency, including effort justification and revised schedule impact.
Review statements of work and solicitation responses for delivery feasibility before commitment.
Surface field-driven enhancement requests to segment leadership and Product with reproducible detail and business impact.
Travel to customer sites, team events, and company offsites as needed, up to 25 percent.