This is a remote position.

Position Overview

The Director of Project Management – Professional Services will build and lead a world-class project management function within First Due's Professional Services (PS) organization, establishing standardized methodologies, frameworks, and best practices while managing a team of Implementation Managers deploying First Due’s best-in-class public safety SaaS product to customers of varying sizes and complexities. This role requires a strategic leader who can balance hands-on project oversight and deep product/project management understanding with organizational development, process optimization, and team leadership. You will work closely with the VP of Professional Services to drive the growth and maturation of our professional services delivery capabilities, building AI-driven processes and tools to ensure projects are delivered efficiently and effectively to our customer base.

Key Responsibilities

PMO Leadership & Strategy

• Establish and lead the Project Management Office (PMO) within Professional Services, creating standardized, measurable, and customer-focused project management methodologies, tools, and governance frameworks
  
• Develop and implement cohort-based implementation approaches to optimize resource allocation and delivery efficiency across customer segments
  
• Design scalable processes and playbooks for implementations of varying complexities, from single-station departments to large multi-agency deployments
  
• Create and maintain project templates, documentation standards, and knowledge management resources
  

Project & Portfolio Management

• Oversee the entire portfolio of customer implementations, ensuring on-time, on-budget, and high-quality delivery
  
• Manage escalations and serve as the point of contact for critical or complex implementation issues
  
• Conduct regular portfolio reviews to identify risks, dependencies, and resource constraints
  
• Partner with Sales, Customer Success, Product, Support, and Engineering teams to ensure smooth handoffs and aligned expectations throughout the customer journey
  

Metrics & Reporting

• Establish and maintain comprehensive metrics and KPIs for project delivery, team performance, and customer satisfaction
  
• Create executive dashboards and reporting mechanisms to provide visibility into project status, resource utilization, and delivery trends
  
• Analyze implementation data and customer feedback to identify bottlenecks, inefficiencies, and opportunities for process improvement
  
• Present regular updates to executive leadership on portfolio health, team performance, and team metrics
  

Team Leadership & Development

• Build and lead a high-performing team of Implementation and Project Managers by setting the strategic vision, establishing the operational framework, and developing leaders who can successfully manage and scale their own teams
  
• Handle all aspects of team management including hiring, performance reviews, promotions, and career development planning
  
• Build a culture of continuous improvement, customer focus, and operational excellence
  
• Develop training programs and career paths for project management professionals within the organization
  
• Foster collaboration and knowledge sharing across the implementation team
  

Strategic Initiatives

• Build, monitor, and continuously refine implementation playbooks tailored to each customer segment (Essentials, Core, Enterprise, Multi-Agency)
  
• Develop and build upon the Project Management Office, establishing it as a center of excellence for delivery practices within Professional Services
  
• Work closely with the Integrations team and Product Specialist team to ensure seamless coordination and knowledge transfer throughout implementations
  
• Partner with Sales during the pre-sales process, presenting implementation approaches to prospective customers during RFP presentation
  
• Lead process improvement initiatives both within Professional Services and across First Due to increase implementation delivery efficiency, reduce implementation timelines, and improve customer satisfaction
  
• Evaluate and implement project management tools,technologies, and strategies to support team productivity
  

Requirements

Required Qualifications

• Bachelor's degree in Business, Project Management, Computer Science, or related field
  
• 8+ years of progressive experience in SaaS professional services project/program management, with at least 4 years in a leadership role
  
• Proven experience establishing and leading a PMO in a high-growth SaaS environment with high volumes of simultaneous project deliverables
  
• PMP, or similar project management certification required
  
• Demonstrated success managing complex SaaS implementations
  
• Experience with both waterfall and Agile project management methodologies
  
• Strong analytical skills with the ability to translate data into actionable insights
  
• Excellent leadership and people management skills with experience building and scaling teams
  
• Outstanding communication and presentation skills with the ability to engage effectively with customers and executive leaders; ability to present effectively to stakeholders at all levels
  

Preferred Qualifications

• Experience in GovTech, public safety, healthcare or emergency services sectors
  
• Knowledge of FedRAMP compliance and federal project requirements
  
• Experience managing implementations involving data migration and system integrations
  
• Lean Six Sigma or similar process improvement certification
  
• Experience with customer success metrics and methodologies
  
• Background in managing remote and distributed teams
  
• Hands-on experience with:
  
• Customer support platforms (Zendesk)
  
• Professional services automation tools (Rocketlane or similiar)
  
• Project management tools (Monday.com or similar)
  
• Agile project management and issue tracking (Jira)
  
• Knowledge management and collaboration (Confluence)
  

Core Competencies

• Strategic thinking with ability to translate vision into executable plans
  
• Strong analytical and problem-solving skills
  
• Ability to identify product and process gaps and implement effective solutions
  
• Customer-centric mindset with focus on driving value
  
• Ability to influence without direct authority
  
• Exceptional organizational and time management skills
  
• Adaptability and comfort with ambiguity in a fast-paced environment
  
• Data-driven approach to decision making
  
• Strong business acumen and understanding of SaaS metrics
  

Benefits

All applicants must be authorized to work for any US employer in the United States. Locality Media is unable to sponsor or transition sponsorship ownership of employment visas at this time. Hiring is contingent upon candidates successfully passing a criminal background check. As part of the I-9 verification of authorization to work in the US, Locality Media LLC. participates in E-Verify.

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 people@firstdue.com.

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. Visit www.firstdue.com to learn more.

If you are a resident of a state with wage transparency laws, please reach out to people@firstdue.com 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.

About First Due

First Due is re-imagining Fire and EMS by providing a modern cloud-based platform that allows agencies to run their entire operation in one place. From Fire Prevention, Pre-Incident Planning, Incident Reporting, Scheduling, Asset Management, Reporting, Response and more, First Due is leading the public safety software industry in transforming public safety through next-generation technology and innovation.

Locality Media LLC dba First Due is an equal opportunity employer. We do not discriminate in any aspect of employment on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status or class. We are committed to promoting an environment of respect, acceptance, diversity and inclusivity, and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated.

When you apply for a role at Locality Media, LLC. dba First Due, we will collect some personal data, including information from your application, resume, or LinkedIn profile. This information is used during the interview and candidate evaluation process for opportunities at First Due and is only shared internally. Please review our candidate privacy notice here.