Director Customer Platform Delivery
- Hiring from
- Probably Worldwide
- Work type
- Remote
- Posted
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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:
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:
You Need to Have:
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 do.
- Gain significant career experience within a fast‑growing organization — From entry‑level roles to executive leadership.
- Feel fulfilled and have fun — We work hard but make time to build meaningful relationships and celebrate wins.
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 priorities.
- Ship releases as increments, each with defined release criteria, rather than as a single launch.
- Partner with marketing and sales for launch readiness.
- Ensure the platform supports delivery of new content and the LCMS implementation, in partnership with Content & Production Operations.
- Ensure content delivery conforms to eLearning interoperability and accessibility standards (SCORM, xAPI, cmi5, WCAG AA) across CPI’s platform and third-party LMSs.
- Assign a named owner and defined success metrics to every surface.
- Run custom solutions as a revenue line: scoping, quoting, delivered gross margin, and scope-to-delivery variance.
- Build and maintain a published catalog of configurable variants with list pricing, so most requests are quoted without custom scoping.
- Own platform support escalation and optimize how it runs across functions, shifting volume to self-service.
- Partner with Engineering, a separate organization, on cadence, capacity, and trade-offs.
- Perform other position-related duties as assigned.
- Training product strategy, which is led by product manager partners in the Product Management department.
- Engineering, architecture, and infrastructure, which sit in the Technology organization.
- Bookings, which belong to Sales, and contract terms and revenue recognition, which belong to Finance.
- Content 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 considered.
- 7+ years in product, platform, or delivery roles, including experience leading teams.
- Shipped a major B2B platform or product release incrementally.
- Direct accountability to enterprise clients for delivery commitments.
- Gross-margin or P&L ownership for services or custom work.
- Leading through a separate engineering organization without direct authority.
- Declining scope by stating the trade-off plainly.
- Pricing and packaging literacy.
- Clear structural communication with executives and clients.
- LMS or learning platform experience, including SCORM/xAPI and third-party LMS delivery.
- Building configurable product catalogs and list pricing.
- Support deflection or self-service programs.
- Product analytics tools (Pendo or similar)
- Healthcare or education sector clients.
- Comprehensive compensation package
- Comprehensive benefits package
- 401k
- PTO
- Health & Wellness Days
- Paid Volunteer Time Off
- Continuing education and training
- Hybrid / Remote work schedule
- Paid Parental Leave