First Due · 1 month ago
IPS Reporting Team Manager
United States
Full-time
Remote
Mid, Senior Level
4+ years expFirst Due is an industry-leading public safety SaaS company, seeking an experienced leader to manage the IPS Reporting Team. This role involves overseeing reporting and training functions, ensuring quality and efficiency in delivering analytics and training experiences throughout the customer onboarding lifecycle.
Enterprise SoftwarePublic SafetySaaSSoftwareSubscription Service
No H1B
Responsibilities
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
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
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
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
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
Contribute to First Due’s AI-enabled onboarding experiences
Identify automation opportunities to reduce manual work and accelerate value
Build KPIs for reporting and training teams
Develop dashboards for tracking workload, capacity, and quality
Forecast staffing needs based on pipeline and cohort demand
Qualification
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
Benefits
Competitive pay
Medical, dental, and vision coverage
FSA/HSA
401(k)
Flexible PTO
A fully remote workplace
A technology stipend
Opportunities for advancement
Other benefits and perks that sets our team apart
Company
First Due
First Due is a software platform that revolutionizes fire and EMS records management by unifying the entire operation in a single system.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$356.77MKey Investors
JMI EquityNew York Angels
2025-08-05Private Equity· $355M
2021-07-01Series Unknown
2020-06-17Seed
Leadership Team
Andreas Huber
Co-Founder & CEO
Rami El-choufani
Co-Founder, COO & Head of Product
Recent News
Government Technology US
2025-10-31
Government Technology US
2025-10-03
Company data provided by crunchbase