Sr. Project Manager

Company Overview

At Lexipol, our mission is to create safer communities and empower individuals on the front lines with market‑leading content and technology. Our top‑notch team works closely with law enforcement, fire, EMS, corrections, adult probation, juvenile detention, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift.

The Senior Project Manager is a frontline delivery leader within Lexipol’s Professional Services organization responsible for overseeing customer implementations, managed services engagements, and a defined portion of product line delivery. This role leads a functional, territory‑based, or service‑specific delivery area and provides day‑to‑day oversight to a group of individual contributors across Professional Services roles.

Reporting to an Operations Manager or a Senior Operations Manager, the Senior Project Manager is accountable for driving execution, customer satisfaction, project health, adoption outcomes, and achievement of Professional Services KPIs. This position balances direct project oversight with people leadership responsibilities, ensuring work is delivered consistently, efficiently, and in alignment with customer expectations and Lexipol’s broader business objectives.

The Senior Project Manager applies scalable service delivery practices to manage customer work, support operational consistency, and improve the effectiveness of delivery teams. This role monitors project progress, identifies risks, supports issue resolution, and ensures customers receive timely, high‑quality service throughout the implementation or managed services lifecycle.

In addition to leading assigned projects and teams, the Senior Project Manager may serve as a Regional Project Lead or functional delivery lead, coordinating work across a designated region, product line segment, or service offering. This role contributes frontline insight and recommendations to improve processes, increase efficiency, strengthen customer experience, and support the continued maturity of the Professional Services organization.

• Monitor project health, timelines, scope, customer adoption, and delivery risks across a portfolio of projects and work with Professional Services Specialists to proactively resolve issues delaying time to value realization by customers. Escalate upwards where needed to push past barriers.
• Act as the primary escalation point of contact for clients, maintaining strong relationships through regular updates, meetings, and detailed consultations where needed. Manage client expectations and negotiate issue resolution as needed.
• Coordinate project priorities and workload distribution across supervised team members to support project delivery targets and customer commitments.
• Gather client feedback and conduct post‑project reviews to assess satisfaction and identify improvement areas. Provide detailed feedback on product lines to internal teams and lead initiatives for continuous improvement.
• Drive achievement of Professional Services KPIs, including utilization, project delivery predictability, customer adoption, CSAT, renewal readiness, and margin performance.

• Provide day‑to‑day leadership, coaching, and mentoring to direct reports.
• Partner with Professional Service Specialists to remove obstacles, resolve operational challenges, and maintain project success.
• Support hiring, onboarding, training, and employee development initiatives.
• Monitor team capacity and staffing needs, providing recommendations to support organizational goals and customer demand.

• Identify workflow improvements and operational efficiencies.
• Collaborate with Product, Sales, Customer Success, and Operations teams as needed for various initiatives. Serve as an expert for the regional, functional, or service‑specific area to bring customer perspectives to the rest of the Lexipol teams.
• Identify opportunities to improve efficiency, quality, customer…