Edtech.com's Summary

Amplify is hiring an Associate Director, Program Management, Customer Experience. This leadership role involves managing project management activities for Amplify's Customer Experience department, with a particular focus on the Professional Development team. The associate director manages high-profile projects, ensures efficient execution and adherence to timelines, and communicates across various departments to support operational excellence. The position requires direct management of a project manager team and involves collaborating with cross-functional teams to enhance customer engagement.

Highlights

Lead and develop a team of project managers for successful project execution.
Required proficiency with project management tools like Smartsheet.
Compensation includes a salary range of $95,000 - $110,000, a potential annual bonus, and a comprehensive benefits package.
Essential qualifications include a BA/BS degree, 5+ years of team management, and program/project management experience.
Certification in project management or a related area (e.g., PMP, Lean Sigma Six).
Experience in content development and digital production is necessary.
Preferred qualifications include experience in the education technology field and with CRM tools.
The role requires excellent communication, organizational, and strategic thinking skills.

Associate Director, Program Management, Customer Experience Full Description

Associate Director, Program Management, Customer Experience

Remote - United States

Full time

A pioneer in K–12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 15 million students in all 50 states. For more information, visit amplify.com.

The Associate Director of Program Management for Amplify, Customer Experience is a strategic leadership position responsible for managing project management activities within the Customer Experience department, with a focus on project work for the Professional Development team. This role will play a crucial part in ensuring efficient project execution, timeline adherence, and overall operational excellence to support projects. The Associate Director will also be responsible for communications and tracking related to the entire project portfolio.

You will manage a team of high-performing project managers who support initiatives that enable customers to engage with Amplify throughout the customer journey seamlessly. In addition, you will directly manage high-profile projects, and be accountable to short and long-term business results. This will involve working cross functionally with product, engineering, operations, finance, sales, and other teams to build and manage projects that reinvent the customer experience.

Excellent communication, leadership, and interpersonal skills are crucial as the role will act as the day-to-day problem-solver for projects that impact multiple departments across the business as well as vendors and our customers. The person in this role exercises good judgment and has the ability to influence, making data-centric decisions using their experience in successful program/project management.

Essential Responsibilities:

Team Management and Development:

Lead, mentor, and develop a team of high-performing project managers, with accountability to ensure they have the necessary resources, training, and support to see projects from start to finish.
Regularly review progress, feedback, and key performance indicators with direct reports.
Implement and nurture a culture of continuous learning and professional development, encouraging the adoption of best practices and innovative solutions.

Project Management Excellence:

Serve as a subject-matter expert in project management within the context of the Customer Experience department.
Design, implement, and document project management best practices to ensure seamless coordination of projects from inception to completion.
Manage, communicate, and monitor the project portfolio to ensure alignment with organizational goals and priorities.
Develop and maintain comprehensive project plans, outlining tasks, timelines, and requirements.
Collaborate with cross-functional teams and various levels of leadership, to define project scope, goals, and deliverables.
Manage and communicate the project portfolio to stakeholders, maintaining transparency and accountability in reporting.
Continuously monitor the health of projects, assessing risks and opportunities. Develop plans to mitigate risk and/or negative impact.

Strategic Planning and Alignment:

Collaborate across sub-teams to establish consistent workflows for handling Professional Development content creation and high-volume contractor hiring.
Introduce best practices for asset version control, feedback management, and iterative design cycles.
Foster effective communication and collaboration among team members, ensuring a cohesive and efficient workflow throughout the project life cycle.
Research and integrate creative solutions as required for any given project.
Work closely with key cross-departmental stakeholders to align project priorities with organizational goals.
The above qualifications and responsibilities are indicative and not exhaustive. Additional duties may be assigned based on organizational needs.

Additional Considerations:

Emphasize leadership abilities to inspire and guide a team of motivated professionals.
Showcase adaptability and strategic thinking in tackling cross-departmental challenges.

Minimum Qualifications:

BA/BS degree
5+ years of experience managing a team in a dynamic environment
5+ years of functional program or project management experience
Excellent oral and written communication and interpersonal skills, with the ability to collaborate effectively at all levels of the organization.
Strong organizational and time management skills, with the ability to prioritize and manage multiple projects simultaneously.
Proficiency with project management tools and software, such as Smartsheet.
Experience in content development and digital production
Certification in project management or a related process (PMP, Lean Sigma Six, Agile CSM)

Preferred Qualifications

Experience working in the education technology field
Experience with a Customer Relationship Management (CRM) tool

What we offer:
Salary is only one component of the Amplify Total Rewards package, which includes a 401(k) plan, stock options, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs. The gross salary range for this role is $95,000 - $110,000. This role is eligible to earn an annual discretionary bonus that rewards individual and company performance.

This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.

Amplify Education, Inc. is an E-Verify participant.

If selected, a background check will be required. As required by state and local laws and district policies, you may also be required to provide additional documentation, such as proof of vaccination or submit to enhanced background screening, including fingerprints.

Original Job Description

Associate Director, Program Management, Customer Experience

Remote - United States

Full time

Essential Responsibilities:

Team Management and Development:

Lead, mentor, and develop a team of high-performing project managers, with accountability to ensure they have the necessary resources, training, and support to see projects from start to finish.
Regularly review progress, feedback, and key performance indicators with direct reports.
Implement and nurture a culture of continuous learning and professional development, encouraging the adoption of best practices and innovative solutions.

Project Management Excellence:

Serve as a subject-matter expert in project management within the context of the Customer Experience department.
Design, implement, and document project management best practices to ensure seamless coordination of projects from inception to completion.
Manage, communicate, and monitor the project portfolio to ensure alignment with organizational goals and priorities.
Develop and maintain comprehensive project plans, outlining tasks, timelines, and requirements.
Collaborate with cross-functional teams and various levels of leadership, to define project scope, goals, and deliverables.
Manage and communicate the project portfolio to stakeholders, maintaining transparency and accountability in reporting.
Continuously monitor the health of projects, assessing risks and opportunities. Develop plans to mitigate risk and/or negative impact.

Strategic Planning and Alignment:

Collaborate across sub-teams to establish consistent workflows for handling Professional Development content creation and high-volume contractor hiring.
Introduce best practices for asset version control, feedback management, and iterative design cycles.
Foster effective communication and collaboration among team members, ensuring a cohesive and efficient workflow throughout the project life cycle.
Research and integrate creative solutions as required for any given project.
Work closely with key cross-departmental stakeholders to align project priorities with organizational goals.
The above qualifications and responsibilities are indicative and not exhaustive. Additional duties may be assigned based on organizational needs.

Additional Considerations:

Emphasize leadership abilities to inspire and guide a team of motivated professionals.
Showcase adaptability and strategic thinking in tackling cross-departmental challenges.

Minimum Qualifications:

BA/BS degree
5+ years of experience managing a team in a dynamic environment
5+ years of functional program or project management experience
Excellent oral and written communication and interpersonal skills, with the ability to collaborate effectively at all levels of the organization.
Strong organizational and time management skills, with the ability to prioritize and manage multiple projects simultaneously.
Proficiency with project management tools and software, such as Smartsheet.
Experience in content development and digital production
Certification in project management or a related process (PMP, Lean Sigma Six, Agile CSM)

Preferred Qualifications

Experience working in the education technology field
Experience with a Customer Relationship Management (CRM) tool

This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.

Amplify Education, Inc. is an E-Verify participant.

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Associate Director, Program Management, Customer Experience

Edtech.com's Summary

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