Manager of Program Operations

Milwaukee, WI
Full Time
Customer Care
Manager/Supervisor

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 Role: 
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
We'd Love to See: 
  • 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.
Share

Apply for this position

Required*
Apply with Indeed
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*