Associate Director, Training & Development, CX

Amplify

2d•$97,000 - $125,000

About The Position

The Training and Development team aims to optimize the entire contractor lifecycle through strategically recruiting, hiring, and onboarding all customer experience (CX) contractors to ensure they are fully prepared to deliver exceptional services and experiences to our customers. Our team manages a diverse workforce of customer-facing contractors, including professional learning specialists, enrollment specialists, technical support specialists, digital success specialists, and support agents. These contractors provide critical customer-facing services, ensuring customers have seamless access to their purchased digital products, receive timely and effective support, and successfully participate in professional development sessions. Amplify is seeking a full-time Associate Director of Hiring & PD Onboarding who is enthusiastic about leading talent acquisition for the Customer Experience contingent workforce and onboarding Professional Learning Specialists (PLSs). The ideal candidate will have experience in developing scalable hiring and onboarding processes and will collaborate closely with cross-functional teams to enhance the contractor experience. This critical role will report to the Executive Director of CX Hiring & Onboarding and be charged with owning the end-to-end contractor candidate experience and ensuring PLSs are prepared with deep program knowledge and training expertise.

Requirements

Bachelor’s degree or equivalent related work experience
5+ years of K-8 classroom teaching experience and/or relevant professional experience
Proven record of achieving ambitious results in previous role
Experience (at scale) designing and delivering training sessions
Experience developing and managing projects, including creating detailed plans, forecasting and meeting deadlines, and data analysis.
Demonstrates exceptional professionalism, poise, and judgment at all times
Tech and data savvy - exceptional with Google, Apple, and Microsoft office suites (e.g. word processing, excel/sheets, slides/decks); proficient in Salesforce and similar platforms; and eager and able to pick up any new technology or software with ease
Able to travel for onsite and in-person meetings (approximately 20%)

Nice To Haves

Experience as an Instructional Leader and/or Curriculum Developer across a district or network of schools
Experience developing and delivering training at Amplify or using Amplify products as an educator or administrator in alignment/support of adult learning principles
Experience with hiring, onboarding, and managing teams of people
Track record of taking technical information and developing learning experiences that are simple, clear, and accessible
You are a good fit for this role if: Radical Ownership: You take full responsibility for your projects, from concept through execution. You own the design process, challenges, and successes.
Balance Big Picture with Details: You maintain a clear vision of the overall goals while paying attention to the critical details that impact the user experience.
Deliver Results: You are action-oriented, capable of assessing risks and opportunities to move projects forward. You prioritize completing tasks effectively while managing perfectionism and avoiding analysis paralysis. People that work with you say that you "get things done" while also ensuring a human-centered workplace.
Strong Judgment: You consistently exercise good judgment by asking insightful questions, involving the right stakeholders, and making informed decisions. You are comfortable pausing to reflect and reassess when necessary. You can adequately assess when you need to bring others into a decision and when you should move forward on your own.
Communicate Proactively and Clearly: You excel at communication, providing clear, compelling updates, anticipating the needs of your audience and with finesse. You ensure that information is effectively shared across all levels and departments.
Scalable Excellence: You are dedicated to principles of simplicity, scalability, and standardization. You work towards creating solutions that are not only efficient but also maintain high standards of quality and responsiveness.
Embrace Flexibility and Adaptability: You thrive in dynamic environments and are comfortable navigating changes. You balance flexibility with a commitment to standardized processes, ensuring that solutions are both adaptable and consistently high-quality.
Principle-First Decision Making: You approach projects and decisions with a principle-first mindset, prioritizing core principles that guide decision-making. This ensures that decisions align with our overarching goals, values, and strategy.
Foster Collaboration: You are energized by working with others, especially across functions, and enjoy collaborating with diverse teams. You actively seek input from various stakeholders to create cohesive and effective design solutions.
Represent the CX Team Brand: You prioritize building strong relationships and embody the values of the CX team and of Amplify, as a whole. You approach challenges with a “how might we” mindset, consistently seeking opportunities to enhance our brand.

Responsibilities

Manage Execution & Implementation Project Execution & Progress Monitoring: Lead multiple projects from inception to completion, ensuring alignment with strategic goals and successful execution. Monitor project milestones and deliverables, making necessary adjustments to ensure timely completion.
Deliverable Management & Reporting: Ensure all project deliverables are met on time and within budget, maintaining high standards of quality. Report on project status, progress, and outcomes to team leadership, maintaining appropriate documentation for transparency and accountability.
Issue Resolution: Proactively address and resolve any issues or obstacles that arise during project execution to keep projects on track.
Data Gathering and Analysis: Collect and analyze data to support strategic decision-making and inform future initiatives.
Drive Innovation: Foster a culture of innovation and continuous improvement within the team, encouraging new ideas and approaches.
Sub-Team Leadership & People Management Sub-Team Vision and Goal Setting: Establish and communicate clear vision and goals for the sub-team, ensuring alignment with the broader team and organizational objectives.
Performance Management & Development: Track sub-team performance, provide regular feedback, and manage team members' professional development and growth while meeting HR requirements and company goals.
Sub-Team Leadership: Conduct regular meetings to ensure effective communication, alignment on goals, and progress tracking. Foster a collaborative and inclusive culture that values diverse perspectives, encourages teamwork, and supports team members in delivering high-quality work that meets established standards.
Recognition & Motivation: Recognize and celebrate sub-team achievements to boost morale and maintain high performance standards.
Cross-Team Collaboration Partnership & Alignment: Partner with different teams to develop and deliver training programs while maintaining clear communication and information sharing to ensure alignment on objectives and effective project execution.
Feedback Integration & Support: Gather input from various teams to refine hiring & training resources and assist in managing collective projects by contributing expertise and solving problems collaboratively.
Communication Management: Use collaboration tools to maintain consistent communication, track progress, and document updates across teams.
New Contractor Hiring Strategic Workforce Planning: Partner with senior leadership across departments to assess and anticipate growth needs, ensuring proactive talent acquisition that aligns with business objectives.
Hiring Process Development: Design, execute, and evolve scalable hiring processes that attract high-quality talent (contractors) while strengthening our high-performance culture.
Training & Consistency: Provide comprehensive training to regional & partner teams on hiring processes, key practices, and resources to ensure consistent execution across the department.
Performance Analysis & Optimization: Regularly analyze hiring effectiveness and candidate satisfaction, sharing insights with key stakeholders to drive continuous improvement and meet department-wide KPIs.
Process Innovation & Adaptability: Stay current with best hiring practices and quickly adapt processes as business realities change, maintaining competitive advantage in talent acquisition.
Fair Selection Oversight: Ensure unbiased candidate selection through systematic review of evaluative feedback, monitoring of interview practices, and application of strategic insights to improve outcomes.
Professional Learning Specialist Onboarding Onboarding Experience Design: Develop and oversee best-in-class onboarding experiences that engage participants, incorporate effective adult learning principles, and equip contractors with deep program knowledge and training expertise.
Content Project Management: Lead cross-functional project management of onboarding content, ensuring design and execution align with instructional design principles, engaging multimedia elements, and interactive components to effectively prepare new hires for their roles.
Onsite Training Leadership: Lead strategic planning and execution of the annual in-person training events for the PLS contingent workforce, coordinating logistics, content delivery, and stakeholder engagement to maximize learning outcomes.
Systems Access & Readiness: Oversee systems access provisioning for new PLSs and develop their readiness in systems use, ensuring seamless integration into operational workflows and technology platforms.
Training & Consistency: Provide comprehensive training to regional teams on onboarding processes, key practices, and resources to ensure consistent execution across the department.
Performance Analysis & Trend Identification: Regularly analyze onboarding effectiveness and share insights with key stakeholders, identifying departmental trends and orchestrating solutions that leverage people, talent, and process improvements.
Innovation & Adaptability: Stay current with onboarding best practices and quickly adapt programs as business realities change, maintaining competitive advantage in contractor preparation.
Flexible Engagement & Team Commitments Support Company and CX Team Responsibilities: Integrate and align your work with team and company priorities, actively contributing to the achievement of these goals.
Engage in Team Commitments: Participate in and/or lead team commitments, including working groups, team meetings, projects, and other initiatives contributing to the overall success of the CX Training & Development Team and CX team at large.
Adapt to Company Needs: Flexibly support various initiatives as needed, adapting to the changing needs of the organization and contributing to emerging projects or priorities.

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.

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