Executive Director, Program Management, Customer Experience

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $150k - $175k / year

⏰ Full Time

🔴 Lead

📋 Program Manager

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Amplify

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

📚 Education

💰 Series C on 2023-05

Education

Amplify is a pioneering company in K–12 education, dedicated to providing next-generation curriculum and assessment solutions. Since 2000, Amplify has been developing programs that empower educators with powerful tools, facilitating the development of comprehensive literacy and math systems for students in thousands of school districts globally. Their suite includes the Amplify CKLA literacy program, Desmos Math, and Amplify Science, all designed to align educational practices with the Science of Reading and evidence-based strategies. Amplify also offers professional development through podcasts and webinars, supporting teachers with insight and innovation.

📋 Description

• Formulate and execute the PMO and Program Management vision for Customer Experience • Establish scalable delivery frameworks, governance standards, and operational risk-mitigation strategies across CX initiatives • Serve as escalation backstop for ownership and scope • Champion executive-level alignment across Product, Engineering, Operations, Finance, Sales, and Customer Support • Maintain a centralized roadmap of program priorities and portfolio health • Ensure program management standards are adopted, embedded, measured, and continuously improved • Serve as enterprise authority on Agile, Lean, and PMP methodologies • Oversee high-visibility, business-critical initiatives and occasionally run C-suite projects • Drive portfolio readiness and quality metrics and diagnose systemic execution bottlenecks • Oversee program-level change management, executive communications, risk escalation, and operational enablement • Lead decision-oriented governance and working sessions • Establish meeting norms, communication cadences, feedback mechanisms, and stakeholder buy-in • Ensure plans, decisions, rationale, owners, dependencies, risks, handoffs, templates, and next steps are documented and findable • Define, track, and report program delivery metrics, KPIs, and operational SLAs • Partner with CX Data, Systems, and Operations teams to build dashboarding solutions • Drive data-informed decisions on program impact, resource allocation, and process improvement • Lead, recruit, and coach Associate Directors and indirect program management teams • Establish performance standards, career pathways, and accountability • Build a scalable organizational structure with clear operating rhythms and role clarity • Model inclusive, collaborative leadership across distributed teams

🎯 Requirements

• Bachelor’s Degree or equivalent experience • 8+ years of program, project, or portfolio management experience in a complex, fast-paced environment • 7+ years of direct people management experience, including managing people managers or Associate Director-level leaders • Advanced knowledge of Agile, Waterfall, and Lean methodologies • Experience with enterprise portfolio tooling such as Smartsheet, Jira, or Asana • Experience leading enterprise-wide cross-functional initiatives involving Product, Engineering, Finance, Operations, and Sales • Ability to manage multiple complex initiatives simultaneously, maintain attention to high-volume details, reprioritize when conditions change, and communicate emerging risks with a recovery plan • Strength in executive communication, facilitation, decision framing, and concise written documentation • PMP, Lean Six Sigma, Agile CSM, or equivalent project management certification • Master’s Degree or MBA preferred • Experience in EdTech, K–12 education, digital production, or content development ecosystems preferred • Experience managing large-scale contractor or field-service hiring, onboarding, or scheduling operations preferred • Experience integrating project management workflows with CRM and enterprise platforms such as Salesforce or Gainsight preferred • Must be legally authorized to work in the United States • Background check required if selected for employment • May be required to provide additional documentation, proof of vaccination, or submit to enhanced background screening

🏖️ Benefits

• Equity • Bonus • 401(k) plan • Competitive health insurance • Mental health options • Basic life insurance • Paid time off • Parental leave • Access to best-in-class development programs • Remote work arrangement

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