Executive Director, Customer Success and Development Strategy, Special Projects & Operations

Amplify

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About The Position

Amplify is seeking an Executive Director, Customer Success & Development Strategy, Special Projects & Operations. The Executive Director acts as a strategic partner and operational architect for the Office of the Senior Vice President. In this high-impact role, you will serve as a force multiplier for the leadership team, driving the rhythm of the business, leading critical cross-functional initiatives, and translating the SVP’s strategic vision into actionable operational plans. You will be responsible for institutionalizing operational excellence, ensuring alignment across the CS&D organization, and overseeing high-priority "special projects" that fall outside standard workstreams. You will operate as a trusted advisor and proxy for the SVP, ensuring decision-making velocity and high-quality execution across the Customer Service & Development ecosystem.

Requirements

• Executive Support Experience: 10+ years of progressive professional experience, with at least 3 years or relevant experience spent in a high-leverage strategic, chief of staff function supporting a Vice President or C-level executive.
• Education: Bachelor’s degree from an accredited institution in Business, Finance, Engineering, or a related field.
• Strategic Planning & Execution: Proven experience leading and driving organizational strategic planning cycles (e.g., annual planning, OKR setting, QBR preparation) across multiple departments.
• Project Leadership: Demonstrated ability to independently lead and manage complex, ambiguous, and high-visibility cross-functional special projects from concept through operational hand-off.
• Analytical Fluency: Strong quantitative and analytical skills, including comfort with budget oversight, headcount planning, and synthesizing performance data into executive-level recommendations.
• Communication: Exceptional written and verbal communication skills, with demonstrable experience creating and delivering executive-level presentations (Board, C-Suite, All-Hands).

Nice To Haves

• Consulting Background: Previous experience at a top-tier management consulting firm, bringing a structured approach to problem-solving and organizational design.
• Technology & Change Management: Experience leading significant organizational change initiatives (e.g., large-scale tech implementation, mergers & acquisitions integration, major restructuring).
• National Operations: Experience working with and aligning geographically dispersed teams, understanding the nuances of global customer success operations.
• Tool Proficiency: Advanced proficiency with enterprise tools for strategic management, such as executive dashboards (e.g., Tableau, PowerBI) and planning software (e.g., Asana, Jira, Salesforce)

Responsibilities

• Strategic Architecture: Lead the annual and quarterly strategic planning process (OKRs/KPIs) for the CS&D team, ensuring goals are cascaded effectively from the executive level down to front-line management.
• Vision Translation: Synthesize complex business challenges and broad strategic visions into clear, execution-ready roadmaps. Ensure the SVP’s priorities are communicated clearly and understood across the organization.
• Business Cadence: Design and facilitate the "Rhythm of the Business," including leadership staff meetings, Quarterly Business Reviews (QBRs), and All-Hands meetings. Ensuring agendas are strategic, data-driven, and focused on decision-making.
• Initiative Leadership: Own and drive high-stakes, ambiguous, or cross-functional projects that do not have a natural home within existing verticals. This includes M&A integration, market expansion pilots, or organizational restructuring.
• Incubator for Innovation: Identify gaps in current processes or market approaches, pilot solutions, and operationalize scalable models before transitioning ownership to functional leaders.
• Crisis Management: Act as the primary point of contact for urgent, high-visibility escalations, triaging issues and coordinating rapid response teams on behalf of the SVP.
• Performance Visibility: Partner with Data/Analytics teams to build and maintain executive dashboards. Monitor the health of the business (churn, NRR, CSAT, operational efficiency) and provide the SVP with proactive insights and "early warnings" on risks.
• Resource Optimization: Oversee budget allocation and headcount planning in partnership with Finance and HR, ensuring resources are deployed against the highest-value activities.
• Process Improvement: Identify bottlenecks in the customer journey or internal workflows and implement systems to streamline operations and dismantle silos.
• Strategic Communications: Architect high-impact presentations, speeches, and communications for the SVP, tailored for diverse audiences including the Board of Directors, C-Suite, key clients, and the internal organization.
• Stakeholder Proxy: Represent the SVP in critical meetings and forums when required, empowered to facilitate alignment and escalate decisions across Sales, Product, Marketing, and Engineering.
• Advisory: Serve as a confidant and sounding board to the SVP, providing unvarnished feedback and alternative perspectives to improve leadership effectiveness.

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: Executive
• Number of Employees: 1,001-5,000 employees