Manager of Program Operations - Crisis Prevention Institute
Milwaukee, WI 53224
About the Job
Our Story:
Crisis Prevention Institute Inc. is the worldwide leader in evidence-based de-escalation and crisis prevention training, and dementia care services. Since 1980, we’ve helped train more than 15 million people within service-oriented industries including education, healthcare, behavioral health, long-term care, human services, security, corrections, corporate, and retail.
At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and SecuritySM of everyone. We believe in the power of empathy, compassion, and meaningful connections. We believe personal safety and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning. It is what defines and differentiates us, and informs our core beliefs.
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 about what you do.
- Gain significant career experience only obtained within a fast-growing organization – Entry-level roles through executive leadership.
- Feel fulfilled and have fun – We work hard but make the time to build meaningful relationships and celebrate the wins.
The Program Operations Manager is accountable for the successful execution of all tactical activities associated with CPI’s programs and training events. This includes the timely and accurate distribution of communications, training materials, invitations to virtual and classroom events, onsite invoicing, and operational support activities. The Program Operations Manager collaborates with Sales Operations, Customer Support, Instructor Onboarding and Success, Instructor Training, and other departments to ensure participants enrolled in Instructor Certification Programs (ICPs) and Renewal Programs enjoy positive training experiences. This role will also ensure attendance status is complete and accurate; and that staff will work directly with participants as needed to help ensure program requirements are satisfied.
What You Get To Do Everyday:
- Manage day-to-day operations to consistently deliver event success.
- Manage the recruiting, onboarding, and training processes for the Program Operations team, selecting the right candidates and positioning them for success.
- Support strategic Program Operations department projects and key initiatives.
- Develop and maintain the process to collect “Voice of the Customer” (VOC).
- Design, develop, and deliver analytic reports, data visualizations, and metrics to extract meaningful insights for senior leadership and cross-functional teams to better understand and improve training department performance
- Use VOC insights to identify and address gaps and opportunities.
- Partner with Sales Operations, Customer Support, Customer Success, Training, and other departments as needed to ensure customer needs are being met holistically.
- Ensure Program Operations’ policies and procedures are current and easily accessible within Customer Care’s Knowledge Management System (KMS).
- Ensure Microsoft Dynamics systems are optimized to support fast and efficient delivery of service to customers.
- Ensure CPI’s Web registration and self-service capabilities are up-do-date and intuitive, delivering positive customer experiences.
- Provide support to a variety of departments and corporate projects.
- Lead, develop, and mentor team members in the functional areas
- Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.
- Perform other position-related duties as assigned.
You Need to Have:
- Bachelor's degree in business administration or a related field
- Five years or more of experience managing others
- Experience working in project management, business analytics, or data analytics
- Strong project management skills
- Service and results-oriented, high attention to detail, critical thinking, and a sense of urgency
- Proficiency with Microsoft products including Outlook, Word, Excel, PowerPoint, and Teams
- Excellent teambuilding skills with the ability to attract, develop, and retain a high-performing team
- Proven ability to collaborate and build trust, within complex organizational relationships, within teams, and one-on-one
- Flexibility, adaptability, agility; able to effectively prioritize and manage multiple projects/priorities simultaneously and work independently
- Outstanding leadership skills with the ability to delegate responsibilities and authority effectively and to encourage individuals to decide how they will accomplish their goals and resolve issues
- Well-developed interpersonal skills, negotiation, writing, speaking, and listening skills
- Strong business acumen and strategic thinking ability
- Experience using Lean Six Sigma processes and tools
What We Offer:
- $75,000 - $85,000 annual salary
- Annual company performance bonus
- Comprehensive benefits package
- 401k
- PTO
- Health & Wellness Days
- Paid Volunteer Time Off
- Continuing education and training
- Hybrid work schedule
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, diversity of thoughts and beliefs, 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.
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