PSO Program Manager, Community Connect

1. About Our Client:The organization operates in the public safety technology sector, addressing challenges in enhancing safety and justice through integrated device ecosystems and cloud software. It focuses on expanding investigative reach and real-time situational awareness for public safety agencies via voluntary, policy-based partnerships with businesses and community members. The program balances operational visibility and community participation with privacy and control, serving a broad U.S. customer base and an expanding international footprint. 2. About the Opportunity:The PSO Program Manager, Community Connect leads the operational health and scalable execution of the Community Connect program. This role ensures consistent delivery and performance of the program by establishing processes, maintaining visibility into program status, managing risks, and coordinating cross-functional efforts. The position is key to enabling agencies to launch and sustain programs that enhance operational visibility and community engagement while maintaining privacy and customer experience. 3. Responsibilities:Partner with leadership to implement scalable workflows, operating rhythms, and documentation supporting consistent program delivery.Maintain visibility into program performance, project status, milestones, dependencies, and risks.Coordinate with internal teams to remove delivery blockers, manage escalations, and enhance customer experience.Support work-order management, quality checks, documentation, and internal handoffs.Serve as a technical resource for deployment planning, hardware readiness, connectivity, configuration, and integration.Support deployment of field hardware including remote configuration, activation, validation, and onsite technical support as needed.Troubleshoot hardware, network, connectivity, and video integration issues; document and escalate for resolution.Create and maintain technical readiness guidance, deployment checklists, troubleshooting resources, and escalation paths.Develop and maintain playbooks, training materials, job aids, and knowledge resources for consistent execution.Identify recurring issues and partner with leadership to implement improvements for scalable program execution.Support adoption of new products, internal tools, and updates by providing clear guidance and readiness resources. 4. Requirements:Bachelor’s degree or equivalent experience with 2+ years supporting customer-facing technical deployments involving hardware configuration, activation, troubleshooting, and field deployment coordination.Working knowledge of hardware, networking, connectivity, and integration concepts including IP addressing, DHCP, DNS, VLANs, firewalls, ports, Wi-Fi, bandwidth, and troubleshooting.Experience managing complex, customer-facing work with multiple stakeholders and technical escalations.Strong organizational, communication, and problem-solving skills with clear documentation and coordination abilities.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 skills to use data for identifying trends, risks, and improving performance.Preferred experience in public safety, SaaS, video technology, physical security technology, connected hardware, or similar environments.Must pass and maintain Criminal Justice Information Services (CJIS) clearance.Ability to handle confidential and sensitive 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.