Director Customer Platform Delivery

Our Story: Crisis Prevention Institute, Inc. (CPI) is the worldwide leader in evidence‑based de‑escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we’ve helped train more than 17 million people across service‑oriented industries including education, health care, behavioral health, long‑term care, human services, security, corporate, and retail. At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and Security of everyone. We believe empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. This philosophy is central to everything we do and traces back to our beginning. As a member of the team, you can expect to: Make a difference through your work — You’ll be proud to tell your family and friends what you doGain significant career experience within a fast‑growing organization — From entry‑level roles to executive leadershipFeel fulfilled and have fun — We work hard but make time to build meaningful relationships and celebrate wins The Role: The Director of Customer Platform & Delivery owns how CPI’s training reaches customers, through CPI’s proprietary learning management platform, third-party LMS delivery, and paid custom solutions, and is accountable for the outcomes of each. Working with product management and engineering, this leader sets one delivery strategy that enables CPI’s shift to digital-first learning. What You Get to Do Every Day: Own CPI’s proprietary learning management platform, the primary system customers use to access CPI training, including its learner, administrator, and instructor surfaces, plus third-party LMS delivery and the outcomes of each. Own the platform delivery roadmap, sequenced in alignment with product manager partners' product prioritiesShip releases as increments, each with defined release criteria, rather than as a single launchPartner with marketing and sales for launch readinessEnsure the platform supports delivery of new content and the LCMS implementation, in partnership with Content & Production OperationsEnsure content delivery conforms to eLearning interoperability and accessibility standards (SCORM, xAPI, cmi5, WCAG AA) across CPI’s platform and third-party LMSsAssign a named owner and defined success metrics to every surfaceRun custom solutions as a revenue line: scoping, quoting, delivered gross margin, and scope-to-delivery varianceBuild and maintain a published catalog of configurable variants with list pricing, so most requests are quoted without custom scopingOwn platform support escalation and optimize how it runs across functions, shifting volume to self-servicePartner with Engineering, a separate organization, on cadence, capacity, and trade-offsPerform other position-related duties as assigned What You Won't Own: Training product strategy, which is led by product manager partners in the Product Management departmentEngineering, architecture, and infrastructure, which sit in the Technology organizationBookings, which belong to Sales, and contract terms and revenue recognition, which belong to FinanceContent production, the content model, and content variant rules, which are owned by Content & Production Operations You Need to Have: Bachelor's degree in business, information systems, or a related field. Equivalent experience considered7+ years in product, platform, or delivery roles, including experience leading teamsShipped a major B2B platform or product release incrementallyDirect accountability to enterprise clients for delivery commitmentsGross-margin or P&L ownership for services or custom workLeading through a separate engineering organization without direct authorityDeclining scope by stating the trade-off plainlyPricing and packaging literacyClear structural communication with executives and clients We’d Love to See: LMS or learning platform experience, including SCORM/xAPI and third-party LMS deliveryBuilding configurable product catalogs and list pricingSupport deflection or self-service programsProduct analytics tools (Pendo or similar)Healthcare or education sector clients What We Offer: Comprehensive compensation packageComprehensive benefits package401kPTOHealth & Wellness DaysPaid Volunteer Time OffContinuing education and trainingHybrid / Remote work schedulePaid Parental Leave Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, creed, sex, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law. The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.