PSO Program Manager, Community Connect

This is a Fully Remote Job 1. About Our Client:The organization operates in the public safety technology sector, addressing critical challenges related to safety and justice. It provides an ecosystem of devices and cloud software designed to enhance societal safety by enabling law enforcement and public safety agencies to improve investigative reach and situational awareness. The organization emphasizes privacy, transparency, and control for community members, supporting scalable partnerships between agencies and the community. 2. About the Opportunity:The PSO Program Manager, Community Connect is responsible for leading the operational health and scalable execution of the Community Connect program across a broad customer base in the U.S. and internationally. This role ensures consistent program delivery by managing performance visibility, strengthening processes and tools, handling escalations, and coordinating cross-functional teams. The position directly impacts the program''s ability to extend operational visibility and community engagement while maintaining privacy and a positive customer experience. 3. Responsibilities:Implement scalable workflows, operating rhythms, documentation, and reporting to support consistent program delivery.Monitor program performance, project status, milestones, dependencies, and risks.Coordinate with internal teams (Product, Engineering, Support, Sales, Finance) to resolve delivery blockers and manage escalations.Support work-order management including quality checks, documentation, and handoffs.Provide technical support for deployment planning, hardware readiness, and integration.Assist in deploying field hardware, including configuration, activation, validation, and onsite support.Troubleshoot hardware, network, connectivity, and video integration issues; coordinate escalations as needed.Develop and maintain technical readiness guidance, checklists, troubleshooting resources, and escalation paths.Create and update playbooks, training materials, job aids, and knowledge resources for consistent execution.Identify recurring issues and collaborate with leadership to implement improvements.Support adoption of new products, internal tools, and program updates with clear guidance and resources. 4. Requirements:Bachelor’s degree or equivalent experience with 2+ years in customer-facing technical deployments involving remote hardware configuration, activation, troubleshooting, and field coordination.Working knowledge of hardware, networking, connectivity, and integration concepts (e.g., IP addressing, DHCP, DNS, VLANs, firewalls, Wi-Fi) with ability to translate technical findings clearly.Experience managing complex, multi-stakeholder projects with dependencies, risks, and technical escalations.Strong organizational, communication, and problem-solving skills.Experience developing workflows, playbooks, technical guidance, training materials, and knowledge resources.Proficiency with CRM, project management, and workflow tools such as Salesforce, Smartsheet, Jira, Microsoft Office, and Google Workspace.Analytical mindset capable of using data to identify trends and improve operations.Preferred experience in public safety, SaaS, video technology, physical security technology, or connected hardware environments.Must pass and maintain Criminal Justice Information Services (CJIS) background check and clearance.Ability to handle confidential information with discretion. 5. Pay Range and Compensation Package:Competitive salary and 401k with employer match. 6. Benefits & Perks:Discretionary paid time off. Equal Opportunity Statement:Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:TalentHop is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.