Director of Project Management – Professional Services

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October 7

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First Due

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Artificial Intelligence • SaaS • Public Safety

First Due is a leading AI-powered software solution designed specifically for Fire and EMS agencies, offering a comprehensive platform to manage their operations effectively. The company provides a wide range of integrated functions including incident reporting, personnel management, asset tracking, and data analytics, all accessible from a single cloud-based interface. This innovative solution not only enhances operational efficiency but also promotes inter-agency collaboration and community engagement, making it an essential tool for modern public safety management.

51 - 200 employees

Founded 2016

🤖 Artificial Intelligence

☁️ SaaS

📋 Description

• 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 • 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 • 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 • 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 • 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

• 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

🏖️ Benefits

• competitive pay • medical, dental, and vision coverage • FSA/HSA • 401(k) • flexible PTO • fully remote workplace • technology stipend • opportunities for advancement • other benefits and perks