Executive Director, Program Management, Customer Experience

The posting, as Amplify wrote it

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—includin

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complex, high-ambiguity environments and rapid organizational changes.

• Master Cross-Functional Influencers: Skilled at building consensus, managing matrixed dependencies, and navigating diverse stakeholder expectations with tact and authority.
• Data-Informed Executives: Rely on objective operational metrics and data analysis to justify strategy and drive accountability.
• Developer of Talent: Passionate about growing and mentoring leaders, fostering psychological safety, and elevating team performance.
• Seeks clarity: Raises red flags early, asks the questions that define the work, and names assumptions to gain alignment.
• Holds the scope: Values the balance of the teams’ capacity, makes trade-offs explicit, and responds to pressure with options, judgment, and transparent renegotiation rather than silent overcommitment.
• Documents transparently: Builds documentation, decision records, ownership, and handoffs that allow work to outlive the people who initiated it and enable others to execute without unnecessary dependency.

Amplify is an Equal Opportunity Employer. Amplify makes employment decisions based on qualifications and merit, and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, veteran status, or any other legally protected characteristic or status.

Amplify is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you have a disability and need an accommodation in connection with the application or hiring process, please email hiringaccommodations@amplify.com.

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

Amplify is an E-Verify participant.