Program Manager - Accreditation
Location
Frisco, TX | United States
Job description
At Lexipol, our mission is to create safer communities and empower the men and women on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, and corrections professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift.
Working at Lexipol means making a difference – day in and day out.
The Work The Program Manager-Accreditation serves as a pivotal leader within the Professional Services team at Lexipol. The Program Manager will manage daily operations of the Accreditation practice, ensuring timely delivery of all projects to our clients. The Program Manager supervises and oversees the team assigned to accreditation-related projects and client interactions.
Represent Lexipol to clients, promoting our services and maintaining strong client relationships. Ensures that client agency policies meet accreditation standards and assist agencies in developing procedures and evidence needed for successful accreditation audits.
Lead the operational execution of Lexipol’s Accreditation services. Develop best practices for scalable service delivery and strategize operational expansion into new territories.
This is done through working in these areas of focus:
Project Service Delivery (up to 50%)
- Oversee the overall portfolio of Accreditation projects in the Professional Services portfolio. Open, manage updates, assign resources, and ensure timely closure of projects based on overall service delivery progress in Professional Services tools.
- Intervene in any stalled projects, work to find solutions with customers and/or internal resources to overcome barriers to progress. Ensure Professional Services tools are up to date with Risk/Issue/Status information to ensure an accurate picture of the practice portfolio across the larger Lexipol organization.
- Interact with clients and serve as escalation point for any customer issues: Respond to customers inquiries and complaints in a timely and professional manner.
- Support and provide oversight of customer walk throughs and video assessments needed for initial and mock accreditation preparation activities.
- Ensure SME engagement for states where applicable on projects.
- Develop relationships with the accreditation bodies or accreditation associations that define accreditation standards for all states where Lexipol enables this service offering. Use this knowledge to help improve Lexipol’s accreditation service delivery processes to improve outcomes on achieving accreditation certification for our client agencies.
- Meet with customer and determine specific agency needs with respect to Lexipol master content and accreditation requirements; understand and document agency practices unique to that customer. Identify and manage subject matter expert (SME) participation during implementation phase.
- Provide virtual and on-site accreditation-related guidance to customers as appropriate.
Processes and Procedures (20-30%)
- Translate state accreditation standards to state specific processes and procedures for the accreditation professional services team to utilize in working with our client public safety agencies to meet accreditation requirements and pass accreditation processes, while also delivering these projects in a timely and efficient manner aligned to Lexipol’s cost goals.
- Ensure policies and best practices are up to industry standards and government regulations: Stay up to date with industry standards and government regulations to ensure that the practice remains compliant and adapts to changes in the market.
- Work with our Product Management team to ensure policies reflect accurate accreditation standards. Provide market-based feedback from assessors to help drive product maturity and hardening.
- Review and optimize customer feedback process. Ensure that every customer’s outcome is a success. Establish an Accreditation specific CSAT survey, baseline and set improvement goals.
Supervisory and Coaching (10-20%)
- Hire, train and monitor project management staff: Recruit, train, and supervise professional services staff to ensure that they are performing their duties effectively on Accreditation implementation projects.
- Mentor team members through project delivery where needed to facilitate effective service delivery.
Role and Responsibilities: - Full accountability for accreditation services delivery to clients that assure favorable outcomes
- Supervise daily operations such as project status and progress in delivering services to customers for Accreditation related projects.
- Oversee daily operations of accreditation specialists to ensure on time and on budget project.
- Coach and mentor team to improve skills and performance.
- Define and manage KPIs to inform the success of the accreditation service delivery, accreditation outcome.
- Be the trusted advisor during customer interactions, certification preparation, and assessment events.
- Own the successes and failures of the business outcomes and pivot for better results.
- Other duties as assigned in support of the ever-evolving accreditation vision.
- Travel up to 50%
Requirements: To be considered for this role, you will have this experience: - Law enforcement agency experience as either an officer or civilian with a leadership background
- Credible source of industry knowledge, demonstrated through having led a mature
- Accreditation program with several successful accreditation cycles completed.
- Self-motivated, detail-oriented, and entrepreneurial.
- Established, well-regarded reputation in law enforcement accreditation industry through an
- extensive network of industry contacts at state/regional level.
- Creative thinker who thrives on solving challenging problems.
- Excellent .
- Ability to contribute value in debates with product managers, professional services associates, and sales professionals.
- Proficient with Microsoft Office Suite Applications (Word, Excel, PowerPoint, Outlook, Teams). Experience with project management software or other CRM solutions is a plus.
- Ability to grasp and articulate big picture thinking, while still delivering on the details.
- Ability to work well under pressure and manage multiple tasks simultaneously.
- 10+ years’ law enforcement agency background with supervisory experience.
- 5+ years’ experience with agency accreditation implementation.
- Experience initiating and developing relationships with influencers and leaders in the accreditation industry.
- Well-developed understanding of public safety policies, procedures, administration, and accreditation.
- Ability to develop and manage multiple, complex, long-term projects. Exceptional project management, organization, and time management skills.
- Demonstrate
Preferred Experience: - Accreditation Assessor experience
Target Outcomes/ Target Results - Successful Accreditation services delivery
- Favorable client audit outcomes.
- Acquire testimonial and referrals from clients (Net Promoter Score)
- Revenue growth for Accreditation services
Employee Value Proposition - Work with a leader in the public safety market
- Lead the accreditation practice
- Have the organizational authority to drive accreditation delivery success and excellence
- Collaborative and supportive leadership style
The Environment - Collaborative and supportive work environment
- Work with professionals that are also former public safety agency leaders
- Share your expertise in influencing accreditation for public safety agency nationally
- Work with the leader in law enforcement policies on driving accreditation services to public safety agencies.
Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.
Compensation and Benefits Lexipol offers a competitive base salary, monthly or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan.
About Lexipol Lexipol empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are the experts in policy, training and wellness support, committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1 and Gov1. Lexipol serves more than 2 million public safety and government professionals in over 10,000 agencies and municipalities. For additional information, visit .
Lexipol Is an Equal Opportunity Employer (EOE)
Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.
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