Director of Product Specialists

Director Of Product Specialist

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 include :

• Develop and maintain scalable implementation methodologies and approaches for the Product Specialist discipline.
• 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.
• 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 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.
• 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.
• 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.
• 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.

Required qualifications include :

Preferred qualifications include :

Core competencies include :

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.

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 .

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.

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 .