Implementation Manager, Enterprise

About First Due

First Due’s mission is to prevent first responder injury or death by providing fire and EMS agencies with transformative, end-to-end software solutions that empower them to run safer, smarter, and more effective operations.

Job Title: Enterprise Implementation Manager

Location: Remote - US Only Country: United States Department: Professional Services Reports To: Sr Director, Enterprise Professional Services Position Type: Full-Time Salary: $100,000

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Job Summary:

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, and 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.

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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.