IPS Reporting Team Manager

First Due•Miami Beach, FL

36d•Remote

About The Position

First Due, an industry-leading public safety SaaS company, is seeking an experienced, data-driven, and operationally minded leader to serve as the Implementation Product Specialist (IPS) Reporting Team Manager. This new leadership role will oversee two critical functions within the Professional Services organization: IPS – Reporting (4 direct individual contributor direct reports) and IPS – Training group(Team Lead + 3 Training Specialists). The IPS Training group is responsible for training module configuration and alignment with our various LMS partners. The Manager will ensure standardization, quality, and efficiency in how First Due delivers reporting configurations, analytics, and training experiences across the customer onboarding lifecycle.

Requirements

4+ years in Professional Services, Implementation, Reporting/Analytics, or customer-facing technical roles, ideally for govtech or public safety software
2+ years of people management experience, ideally in a remote-first workforce.
Strong SQL expertise.
Experience overseeing training or enablement functions for a software organization
Deep understanding of Fire/EMS operations or public safety software.
Strong communication and project management skills.

Nice To Haves

Experience scaling teams in high-growth SaaS company
Familiarity with instructional design.
Experience building SOPs and structured delivery processes.

Responsibilities

Team Leadership & People Management
Lead and develop a blended team of IPS Reporting Specialists and IPS Training Specialists, including one Team Lead.
Establish clear role expectations, KPIs, performance standards, and career pathways; manage performance and career growth for direct reports
Coach and mentor specialists in SQL, data modeling, reporting best practices, compliance-driven workflows, and adult-learning strategies.
Partner with the Director of IPS to build scalable team structures aligned with customer cohort growth.
Reporting Program Management
Oversee all customer-facing reporting work, including configuration, dashboard creation, advanced SQL query development, and complex analytics builds.
Standardize repeatable reporting playbooks and templates.
Ensure reporting deliverables align with compliance requirements.
Track team workload and reporting trends to optimize resource allocation.
Training Program Oversight
Oversee the IPS Training Team, responsible for delivering customer training on all First Due module implementations
Ensure high-quality, consistent training experiences across all delivery channels.
Partner cross-functionally to align training curricula with product roadmap updates.
Implement metrics to measure training effectiveness and adoption.
Operational Excellence & Standardization
Create unified processes across reporting and training teams, working closely with other IPS and implementation teams to ensure standardization and consistency in employee experience.
Develop SOPs, documentation, and internal knowledge resources to help other teams and customers understand training and reporting resources and processes.
Align reporting and training milestones with implementation timelines, working closely with implementation leaders to ensure successful, on-time project delivery.
Cross-Functional Collaboration
Partner with Implementation Product Managers to scope and prioritize reporting and training.
Collaborate with Product and Engineering to influence product enhancements related to the Training and Reporting modules.
Work with the Technical Services team to manage complex imports and SQL-heavy configurations.
Support Customer Success with clean post-go-live handoffs where Training and Reporting is a part of the implementation.
Leadership in AI-Driven Delivery
Contribute to First Due’s AI-enabled onboarding experiences.
Identify automation opportunities to reduce manual work and accelerate value.
Metrics & Performance Management
Build KPIs for reporting and training teams.
Develop dashboards for tracking workload, capacity, and quality.
Forecast staffing needs based on pipeline and cohort demand.