This is a remote 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.

Key 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.
  
  

Qualifications & Experience

Required

• 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.
  
  

Preferred

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

Core Competencies

• Data-driven decision making
  
• Operational rigor
  
• Strong cross-functional leadership
  
• Customer-first mindset
  
• Ability to thrive in fast-paced environments
  
• Excellent coaching skills
  
• High ownership
  

We welcome a diverse workforce! If you don’t fit all the qualifications for the job listed above but feel you bring unique experience and perspective that would serve this role and First Due well, we encourage you to apply.

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 Inc. 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 requiring wage transparency, 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 through next-generation technology and innovation.

Locality Media LLC 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, 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.