Implementation Manager

$60,000 - $65,000/Yr

Off Duty Management - Katy, TX

Full-time - Mid Level

Katy, TX

Administrative and Support Services

About the position

The Implementation Manager at Off Duty Management will lead the implementation phase for new Law Enforcement agencies, ensuring a smooth onboarding process. This role involves developing timelines, conducting training, and coordinating all aspects of the project to meet the agency's 'Go Live' date. The Implementation Manager will serve as the primary contact for new agencies and will work closely with the Operations team to deliver high-quality solutions on time and within budget.

Responsibilities

• Leads the implementation process for new agencies onto the Off Duty Management system
• Conduct analysis of agency requirements and implements those requirements
• Develops timelines and deliverables for all responsible parties on the projects
• Develops and provides training to officers and agencies on the OfficerTRAK® software
• Assists the agency specific configuration of the OfficerTRAK® software
• Creates and customizes communications
• Works closely with sales and operations teams to ensure smooth implementation of agency
• Adheres to all company policies, procedures, and business ethics codes and ensures that they are communicated and implemented within the team
• Defines project scope, develops project plan, determines necessary resources, and establishes project timelines
• Provides strategic direction and guidance to both internal operational functions and agencies to mitigate project risks to all parties
• Able to understand RFP language and demonstrate to the agency how their objectives will be met through the implementation phase
• Ensures quality and service standards are met, including agency contractual deliverables related to the implementation process
• Meets regularly with agencies to determine service requirements and expectations for overall satisfaction
• Ability to manage and host webinars for agencies, if needed, during the onboarding process
• Pinpoints both successful and unsuccessful project elements and establishes best practices for project execution
• Identifies opportunities to standardize, document, and define procedures
• Recognizes process inefficiencies and provides innovative solutions to solve gaps
• Complete special projects as assigned

Requirements

• Minimum 2 years' experience managing projects and complex tasks
• Minimum 2 years' customer service experience
• High level of organization and reliability
• Project management experience
• Exceptional customer service skillset
• Strong communication skills
• Able to function independently and as part of a team
• High proficient level computer skills including MS Word, PowerPoint, Excel, and Outlook
• Experience with software and mobile app systems

Nice-to-haves

• Law enforcement or security experience preferred
• Bachelor's degree preferred

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance