Senior Director of Customer Platform Delivery & Digital Learning Experience – Driving Global Training Innovation & Customer Success at brighthush

About brighthush

brighthush is a trailblazer in evidence‑based de‑escalation, crisis prevention, and dementia care training. Since 1980, we have empowered more than 17 million professionals across education, health care, behavioral health, long‑term care, human services, security, corporate, and retail sectors to recognize, prevent, and respond to crises with empathy, connection, and personal safety. Our mission is simple yet profound: to reduce fear and anxiety by fostering meaningful human connections and creating secure, supportive environments for everyone.

Why brighthush?

At brighthush, we blend cutting‑edge technology with proven, research‑based curricula to deliver transformative learning experiences. Our proprietary learning management platform (LMS) is the backbone of our digital‑first strategy, enabling thousands of learners worldwide to access high‑impact training anytime, anywhere. We are a fast‑growing, purpose‑driven organization that values innovation, collaboration, and continuous improvement. If you want to make a tangible difference while advancing your career in a supportive, inclusive culture, brighthush is the place for you.

Role Overview

As the Senior Director of Customer Platform Delivery & Digital Learning Experience, you will own the end‑to‑end journey of how brighthush’s training reaches our customers. You will lead the strategy, roadmap, and execution of our proprietary LMS, third‑party LMS integrations, and custom delivery solutions. Your leadership will ensure that every learner, administrator, and instructor experiences a seamless, engaging, and accessible platform that drives measurable outcomes. You will partner closely with product management, engineering, marketing, sales, and content operations to translate product vision into reliable, scalable delivery.

Key Responsibilities

• Platform Ownership – Own brighthush’s proprietary LMS, overseeing learner, administrator, and instructor interfaces, as well as third‑party LMS delivery and associated outcomes.
• Roadmap Leadership – Define and own the platform delivery roadmap, aligning releases with product priorities and market demands.
• Release Management – Implement incremental release cycles with clear criteria, ensuring continuous improvement and rapid value delivery.
• Go‑to‑Market Collaboration – Work with marketing and sales to ensure launch readiness, messaging, and go‑to‑market success.
• Standards & Compliance – Guarantee that new content and LCMS implementations meet eLearning interoperability and accessibility standards (SCORM, xAPI, cmi5, WCAG AA).
• Performance Accountability – Assign a named owner and success metrics to every platform surface, driving accountability and performance.
• Revenue‑Line Management – Run custom solutions as a revenue line: scope, quote, deliver, and manage gross margin and scope‑to‑delivery variance.
• Catalog Development – Build and maintain a published catalog of configurable variants with list pricing, enabling most requests to be quoted without custom scoping.
• Support & Escalation – Own platform support escalation, optimizing self‑service options and reducing volume across functions.
• Engineering Partnership – Partner with Engineering (a separate organization) to balance cadence, capacity, and trade‑offs.
• Cross‑Functional Leadership – Lead cross‑functional teams, fostering collaboration, transparency, and a culture of continuous improvement.
• Strategic Insight – Translate customer feedback and market trends into actionable platform enhancements.
• Other Duties – Perform other position‑related duties as assigned.

What You Won’t Own

• Product strategy – led by Product Management.
• Engineering, architecture, and infrastructure – housed in Technology.
• Bookings, contract terms, and revenue recognition – handled by Sales and Finance.
• Content production, the content model, and variant rules – owned by Content & Production Operations.

Essential Qualifications

• Bachelor’s degree in business, information systems, or a related field (equivalent experience considered).
• 7+ years in product, platform, or delivery roles, with proven experience leading cross‑functional teams.
• Successful track record of shipping major B2B platforms or product releases incrementally.
• Direct accountability to enterprise clients for delivery commitments.
• Gross‑margin or P&L ownership for services or custom work.
• Experience leading through a separate engineering organization without direct engineering authority.

Preferred Qualifications

• Master’s degree in business administration, information technology, or a related discipline.
• Experience in the health care, education, or behavioral health technology sectors.
• Deep familiarity with SCORM, xAPI, cmi5, and WCAG AA standards.
• Proven ability to build and scale a catalog of configurable platform offerings.
• Strong financial acumen, including budgeting, forecasting, and margin analysis.
• Experience managing a global, distributed team.

Skills & Competencies

• Strategic Vision – Ability to translate high‑level goals into actionable roadmaps.
• Customer‑Centric Mindset – Deep empathy for learners, administrators, and instructors.
• Data‑Driven Decision Making – Proficiency in using analytics to inform product improvements.
• Stakeholder Management – Skilled at influencing without authority across multiple functions.
• Project Management – Expertise in agile and waterfall methodologies, release planning, and risk mitigation.
• Financial Stewardship – Ability to manage budgets, forecast revenue, and optimize margins.
• Communication – Clear, concise, and persuasive written and verbal communication.
• Adaptability – Comfortable navigating ambiguity and driving change in a fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. You will have access to:

• Executive mentorship from senior leaders who have built global learning ecosystems.
• Cross‑functional rotation programs to broaden your skill set.
• Annual learning budget for conferences, certifications, and advanced courses.
• Opportunities to shape the future of digital learning and crisis prevention worldwide.
• Clear promotion pathways to VP of Customer Experience or Chief Product Officer roles.

Work Environment & Culture

brighthush thrives on a culture of purpose, collaboration, and continuous improvement. You’ll find:

• A distributed, inclusive team that values diverse perspectives.
• Regular hackathons and innovation sprints to keep the platform cutting‑edge.
• Transparent decision‑making processes that empower frontline leaders.
• Commitment to work‑life balance with flexible schedules and remote work options.
• Community service initiatives that align with our mission to reduce fear and anxiety.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior leadership in the learning technology space.
• Performance‑based bonus structure tied to platform adoption, customer satisfaction, and margin targets.
• Equity participation to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and sabbatical options.
• Wellness programs, including mental health resources and mindfulness sessions.
• Professional development stipend and tuition reimbursement.

How to Apply

Ready to lead the next wave of innovation in digital learning? Join brighthush and help shape a safer, more connected world. Submit your resume and a cover letter outlining your experience with platform delivery, customer success, and revenue stewardship to . We look forward to exploring how your expertise can elevate our global training ecosystem.