Implementation Manager, Enterprise

Role Description

The Implementation Manager, Enterprise owns end-to-end delivery of First Due's Enterprise implementation programs, the largest and most complex engagements in the US customer base. These are multi-module, multi-phase deployments for large fire and EMS agencies, involving:

• Computer-aided dispatch integrations
• Significant historical data migration from legacy records management systems
• Layered stakeholder environments spanning command staff, information technology, the dispatch center, EMS, fire prevention, training, labor representation, and municipal government

This is a senior individual contributor role with no direct reports. The Implementation Manager coordinates a delivery team of Implementation Consultants and Technical Services resources, owns the program plan and the customer relationship, and is accountable for delivery quality, timeline integrity, and scope control across an assigned portfolio. The role is expected to run programs on formal project management discipline and to use AI tooling to remove routine work from delivery so that judgment, domain expertise, and executive presence carry the majority of the incumbent's time.

Key Responsibilities

• Program delivery and governance:
  • 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 path, workstream dependencies, module-level exit criteria, level-of-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 against plan, open risks with named owners and dates, and decisions required.
  • Own change control, and validate the sales transition ahead of kickoff so that scope, contract commitments, and go-live expectations are confirmed before the program starts.
• Stakeholder and executive engagement:
  • Lead engagements involving large, multi-department stakeholder groups, commonly including the fire chief and command staff, information technology and cybersecurity, the dispatch center, EMS and medical direction, the training division, the fire prevention bureau, labor representation, and municipal government.
  • Lead change adoption for constituencies that experience the platform differently, including shift-based personnel, represented workforces on scheduling and time capture, and volunteer or combination staffing models.
• AI-enabled delivery:
  • Use First Due's AI tooling to remove routine delivery work, including status drafting, meeting summarization and action item capture, first-pass plan generation, and risk synthesis across concurrent workstreams.
  • Apply AI-assisted analysis to program preparation, including legacy data assessment, first-pass migration field mapping, and agency-specific discovery sets, and act on Rocketlane forecasting signals to catch schedule slippage before a milestone is missed.
  • Own the accuracy of any AI-assisted output that reaches an agency, and handle customer data within First Due's data handling standards.
• Commercial ownership and product partnership:
  • Deliver against contracted services scope, hours, and fees, and bring a recommended commercial position to segment leadership when overrun risk appears.
  • Draft and negotiate change orders in partnership 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 the Product organization, with reproducible detail and business impact.

Qualifications

• Seven or more years of customer-facing implementation, professional services, or program management experience in a SaaS environment, including ownership of multi-workstream programs with phased deployment across more than one department on the customer side.
• Strong public safety industry knowledge, with emphasis on fire service operations and EMS, including how agencies are organized, funded, and governed.
• 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 within a delivery or program management workflow, with the judgment to know where output is reliable and where 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 without damaging the relationship.
• Experience with Rocketlane or a comparable professional services delivery platform.
• Working knowledge of Microsoft products, including Microsoft 365 (Outlook, Teams, Word, and Excel).
• Ability to travel to customer sites, team events, and company offsites, up to 25 percent.

Preferred Qualifications

• 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 delivering within a formal program management or delivery governance function at a SaaS organization.
• Change management certification or formal change adoption methodology experience.
• 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.

Physical Demands and Work Environment

This role is fully remote with minimal travel expectations at this time. Reasonable accommodation may be made to enable qualified employees and applicants to perform the essential functions as outlined above. If you require an accommodation during the interview process, please reach out to View email address on us.fitly.work .

Working at First Due

• First Due offers a comprehensive compensation and benefits package for eligible employees, including competitive pay, medical, dental, and vision coverage, FSA/HSA, 401(k), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets our team apart.
• If you are a resident of a state requiring wage transparency, please reach out to View email address on us.fitly.work for a reasonable estimate of annual base compensation and any eligible incentive compensation.
• The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities.
• This range will be reviewed on a regular basis.