Associate Director, Program Management, Customer Experience

Amplify

7d • $95,000 - $110,000

About The Position

The Associate Director of Program Management, Customer Experience is a strategic leadership role responsible for overseeing project management activities across the Customer Experience organization, with a focus on supporting Professional Development initiatives. This role is key to ensuring strong project execution, clear communication, and consistent delivery across a complex portfolio of work. You will lead a team of high-performing project managers supporting initiatives that enable a seamless customer experience across the full customer journey. In addition, you will directly manage high-priority, high-visibility projects and be accountable for both short- and long-term business outcomes. This role requires close cross-functional partnership with Product, Engineering, Operations, Finance, Sales, and other teams. Strong communication, leadership, and problem-solving skills are critical, as this role serves as a day-to-day driver of projects that span multiple teams, stakeholders, and external partners. The ideal candidate demonstrates sound judgment, uses data to inform decisions, and brings deep program/project management experience.

Requirements

• BA/BS degree
• 5+ years of people management experience in a fast-paced environment
• 5+ years of program or project management experience
• Strong communication and stakeholder management skills across all levels
• Proven ability to manage multiple priorities and complex projects simultaneously
• Experience with project management tools (e.g., Smartsheet)
• Experience in content development or digital production

Nice To Haves

• Experience in education technology
• Experience working with CRM tools
• PMP, Lean Six Sigma, Agile CSM, or similar certification

Responsibilities

• Team Management and Development: Lead, mentor, and develop a team of project managers, ensuring they have the tools and support needed to successfully deliver on projects Regularly review team performance, progress, and key metrics Foster a culture of continuous improvement, learning, and adoption of best practices
• Project Management Excellence: Serve as a subject matter expert in project management within Customer Experience Establish and implement scalable project management processes and best practices Own and oversee the project portfolio, ensuring alignment to business priorities Develop and manage project plans, including timelines, deliverables, and dependencies Partner cross-functionally to define scope, goals, and success metrics Monitor project health, proactively identifying risks and driving mitigation plans Provide clear, consistent communication and reporting to stakeholders
• Strategic Planning and Alignment: Partner across teams to establish consistent workflows, particularly for Professional Development content creation and high-volume contractor hiring Introduce and maintain best practices for version control, feedback cycles, and project execution Ensure strong collaboration across teams to support efficient delivery Align project priorities with broader organizational goals

Benefits

• 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.
• This role is eligible to earn an annual discretionary bonus that rewards individual and company performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees