Executive Director, Program Management, Customer Experience

About Amplify

Amplify helps teachers bring delight and rigor to students every day. We have become a leader in K–12 literacy, biliteracy, math, and science by building inspiring teaching and learning experiences based on research. The Amplify Classroom platform combines curriculum, assessment, and supplemental learning into one coherent high-quality instructional system. A pioneer in education since 2000, Amplify has developed deep relationships in states and districts by partnering with educators to drive implementation quality and improved outcomes. Today, Amplify serves more than 18 million students and teachers across all 50 states and on six continents. For more information, visit Amplify.com http://amplify.com.

Job Description:

The Executive Director (ED), Program Management, Customer Experience is an executive leadership role responsible for leading the portfolio-wide strategy, delivery governance, and operational execution of program management across the Customer Experience organization. Sitting above the Associate Director tier, this role provides strategic oversight of all project and program management activities, ensuring alignment with enterprise-wide strategic goals in Customer Experience.

The ED oversees Associate Directors and Program Managers supporting initiatives across the full customer journey. This leader is directly responsible for establishing standard processes, shaping and keeping a pulse on how teams engage on projects, and ensuring all projects deliver against our CX and Amplify charge. The ED sets the tone for engaging stakeholders; they lead strategic cross-functional partnerships across Amplify, including teams such as Product, Engineering, Operations, Finance, Sales, and executive leadership to scale delivery and elevate execution maturity across the enterprise.

This leader translates strategy, retrospectives, and portfolio insights into clear operating models with defined ownership, measurable outcomes, and scalable processes. The ED creates the conditions for teams to execute with clarity while preserving the judgment to adapt when circumstances change.

Essential Responsibilities:

Portfolio Governance, Strategy & Cross-Functional Alignment (30%)

• Formulate and execute the overarching PMO and Program Management vision for the Customer Experience organization, ensuring portfolio priorities directly align with broader enterprise goals.

• Establish scalable delivery frameworks, governance standards, and operational risk-mitigation strategies across all CX initiatives, including Professional Development and high-volume contractor deployment workflows.

• Serve as the escalation backstop for ownership and scope: name the owner when work arrives without one, approve role and ownership agreements at the manager level, and carry the renegotiation with senior partners so project managers don't hold this boundary alone.

• Champion executive-level alignment across cross-functional leadership—including Product, Engineering, Operations, Finance, Sales, and Customer Support—to drive shared accountability, clear handoffs, and resource optimization.

• Maintain a centralized roadmap of program priorities and portfolio health, balancing competing demands, technical constraints, capacity models, and business ROI.

Program Management Excellence & Operational Scaling (30%)

• Ensure standards are adopted, not just launched: every standard has a named owner, reaches the person who needs it when needed, and is confirmed in use. Process and operating-model changes are implemented with stakeholder feedback, clear enablement, adoption measures, and a defined post-launch review so continuous improvement becomes a durable standard of working rather than one-time interventions.

• Serve as the principal enterprise authority on program management standards, introducing, embedding, and refining modern Agile, Lean, and PMP methodologies across the organization.

• Oversee high-visibility, business-critical initiatives across all verticals within CX and occasionally run projects for the C-suite.

• Drive portfolio readiness and quality metrics, proactively diagnosing systemic execution bottlenecks to minimize project friction, rework, and scope drift.

• Oversee program-level change management processes, establishing clear frameworks for executive stakeholder communications, risk escalation, and operational enablement.

• Lead decision-oriented governance and working sessions with clear agendas, time boxes, participants, pre-work, decision points, and expected outputs.

• Establish meeting norms, ongoing communication cadences, and practical mechanisms for gathering feedback and building buy-in.

• Make work findable and transferable: require plans, decisions, rationale, owners, dependencies, risks, handoffs, templates, and next steps to be documented in shared locations. Maintain decision and issue logs so another leader can understand, continue, or audit the work without relying on private context.

Performance Analytics, Portfolio Health & Insights (15%)

• Define, track, and report on core program delivery metrics, performance indicators (KPIs), and operational SLAs to provide executive leadership with transparent visibility into portfolio health.

• Partner with CX Data, Systems, and Operations teams to build scalable dashboarding solutions that track resource utilization, implementation milestones, and delivery predictability.

• Drive data-informed decision-making across the PM organization, utilizing quantitative metrics to evaluate program impact, resource allocation, and continuous process improvements.

Team Leadership, Mentorship & Organizational Capability (25%)

• Lead, recruit, and coach a high-performing management organization, directly supervising Associate Directors and indirect PM teams.

• Establish performance standards, career development pathways, and structured accountability to foster a culture of continuous learning, leadership, and execution rigor