This is a remote position.

Position Overview

First Due is seeking an experienced and strategic Director of Product Specialist to join our Professional Services organization. Reporting directly to the Vice President of Professional Services, this leadership role will be instrumental in scaling our software implementation capabilities and ensuring exceptional delivery of our best-of-breed public safety SaaS platform to customers across North America. You will lead a team of Product Specialists focused on different modules and implementation areas, driving standardization, quality, and efficiency across all customer implementations.

Key Responsibilities

Strategic Leadership & Implementation Design

• Develop and maintain scalable implementation methodologies and approaches segmented by customer cohort (size, complexity, module adoption) for the Product Specialist discipline, partnering closely with the core implementation function to deliver a seamless, efficient and transparent implementation experience for customers of all sizes and complexities
  
• Create product-specific implementation playbooks and best practices for each First Due module
  
• Partner with VP of Professional Services and the Director of Professional Services Project Management to establish implementation strategies and workflows that drive customer success and business growth
  
• Serve as primary liaison between the Product Specialist teams and Product Management, ensuring product feature strategy updates and roadmaps are properly communicated between teams
  
• Identify product and process gaps through post-sale through go-live insights and drive solutions
  

Team Management & Development

• Lead and develop four team managers overseeing Product Specialist teams across multiple modules
  
• Focus on developing managers' leadership capabilities while providing selective training to individual contributors
  
• Conduct hiring and performance management, and for the Product Specialist organization
  
• Build career development pathways and succession planning for team members, both within and outside the PS organization
  
• Foster a culture of continuous learning and Fire/EMS industry expertise
  
• Manage resource allocation across multiple concurrent implementations
  
• Create scalable team structures to support growth
  

Project & Escalation Management

• Oversee high-priority and complex implementation projects, providing direction and eliminating roadblocks where needed
  
• Serve as escalation point for implementation challenges and customer concerns; develop and maintain escalation protocols and resolution frameworks
  
• Partner with Implementation Project Managers to ensure on-time, on-budget delivery
  
• Participate directly in strategic customer implementations as needed
  

Metrics & Reporting

• Establish and track KPIs for PS implementation quality, efficiency, and customer satisfaction
  
• Create regular PS-specific reporting dashboards for leadership visibility
  
• Build and maintain capacity planning models for the Product Specialist teams
  
• Analyze implementation data to identify trends, bottlenecks, and improvement opportunities
  
• Document and report on product gaps discovered during implementations
  
• Measure and optimize time-to-value for different customer segments
  
• Develop forecasting models for resource needs based on sales pipeline and implementation complexity
  

Cross-Functional Collaboration

• Partner closely with Sales to ensure smooth handoffs and accurate implementation scoping
  
• Collaborate with Customer Success and Support to ensure successful transitions post-implementation
  
• Liaise with Product and Development teams to communicate customer needs and implementation challenges
  
• Coordinate with Technical Services on complex technical implementation requirements
  
• Participate in customer advisory boards and user group meetings
  

Requirements

Qualifications & Experience

Required

• 5+ years of experience in public safety or govtech Professional Services, implementation, or customer-facing technical roles
  
• 3+ years of team management experience, preferably leading distributed professional services teams
  
• Proven track record of building and scaling technical implementation processes in a high-growth, high-volume SaaS environment
  
• Strong project management capabilities with experience managing multiple complex projects simultaneously
  
• Experience with metrics-driven decision making and reporting
  
• Excellent communication and presentation skills with ability to interface with and present to internal leadership and customers
  
• Bachelor's degree or equivalent combination of education and experience
  

Preferred

• PMP or similar project management certification
  
• Experience with implementation methodologies (Agile, Waterfall, hybrid approaches)
  
• Previous experience in a high-growth SaaS startup environment
  
• Understanding of compliance and regulatory requirements in public safety
  
• Experience building and managing remote teams
  

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 Inc. 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.