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Salary: USD 100,000 - 0 / annual
First Due is seeking an Enterprise Implementation Manager to own end-to-end delivery of complex software implementations for large fire and EMS agencies across the United States. This is a senior individual contributor role reporting to the Director of Enterprise and Federal Services, with no direct reports but responsibility for coordinating Implementation Consultants and Technical Services resources.
You will manage multi-module, multi-phase deployments involving computer-aided dispatch integrations, historical data migration from legacy systems, and engagement across diverse stakeholder groups including command staff, IT, dispatch centers, EMS, fire prevention, training, labor representatives, and municipal government.
Key responsibilities include owning program delivery from sales transition through go-live and Customer Success handoff; building and maintaining detailed program plans in Rocketlane with critical path, dependencies, and risk tracking; publishing weekly status reports; managing change control and scope; leading stakeholder engagement with fire chiefs and executive teams; and driving change adoption across shift-based and represented workforces.
You will leverage First Due's AI tooling to automate routine delivery work—status drafting, meeting summarization, plan generation, and risk synthesis—freeing your time for judgment, domain expertise, and executive presence. You'll apply AI-assisted analysis to program preparation, including legacy data assessment and migration field mapping, while owning accuracy and data handling standards.
You will also own commercial accountability, delivering against contracted scope and fees, negotiating change orders, reviewing statements of work for feasibility, and surfacing field-driven product enhancement requests with business impact.
Required: 7+ years of customer-facing implementation, professional services, or program management in SaaS environments, with ownership of multi-workstream programs with phased deployment across multiple customer departments. Strong public safety industry knowledge, particularly fire services, is essential.
