Implementation Manager, Enterprise

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.

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.

Stakeholder and Executive Engagement

• Lead engagements involving large, multi-department stakeholder groups, commonly including the fire chief and command staff, information technology and cybersecurity, the dispatch center, EMS and medical direction, the training division, the fire prevention bureau, labor representation, and municipal government.
• Lead change adoption for constituencies that experience the platform differently, including shift-based personnel, represented workforces on scheduling and time capture, and volunteer or combination staffing models.

AI-Enabled Delivery

• Use First Due's AI tooling to remove routine delivery work, including status drafting, meeting summarization and action item capture, first-pass plan generation, and risk synthesis across concurrent workstreams.
• Apply AI-assisted analysis to program preparation, including legacy data assessment, first-pass migration field mapping, and agency-specific discovery sets, and act on Rocketlane forecasting