Executive Director, Program Management, Customer Experience

Amplify

1d•$150,000 - $175,000

About The Position

The Executive Director (ED), Program Management, Customer Experience is an executive leadership role responsible for portfolio-wide strategy, delivery governance, and operational execution of program management across Amplify’s Customer Experience organization. The role oversees Associate Directors and Program Managers supporting initiatives across the customer journey, establishes standard processes, shapes how teams engage on projects, and ensures delivery aligns with Customer Experience and enterprise goals. The ED leads strategic cross-functional partnerships across Product, Engineering, Operations, Finance, Sales, Customer Support, and executive leadership. The role translates strategy, retrospectives, and portfolio insights into operating models with clear ownership, measurable outcomes, and scalable processes, while helping teams execute with clarity and adapt when circumstances change. The position is responsible for portfolio governance, program management standards, operational scaling, delivery analytics, and leadership development. It establishes delivery frameworks, governance standards, risk mitigation, communication practices, documentation and decision-record requirements, portfolio health reporting, and performance measures. The ED also leads and develops a management organization, including direct supervision of Associate Directors and indirect leadership of Program Manager teams. Success in the first 12–18 months includes standardizing program delivery across Customer Experience, establishing executive portfolio dashboards, improving cross-functional handoffs, developing a strong leadership tier, optimizing high-volume workflows, and embedding an operating model with clear objectives, roles, decision rights, measures, assumptions, and documented decisions and dependencies.

Requirements

Bachelor’s degree or equivalent experience.
At least 8 years of program, project, or portfolio management experience in a complex, fast-paced environment.
At least 7 years of direct people management experience, including managing people managers or Associate Director-level leaders.
Advanced knowledge of project management methodologies, including Agile, Waterfall, and Lean, and enterprise portfolio tools such as Smartsheet, Jira, or Asana.
Demonstrated experience leading enterprise-wide cross-functional initiatives involving Product, Engineering, Finance, Operations, and Sales.
Ability to manage multiple complex initiatives simultaneously, maintain attention to high-volume details, reprioritize as conditions change, and communicate missed details or emerging risks early with a recovery plan.
Strength in executive communication, facilitation, decision framing, and concise written documentation, including presenting problems with options and recommendations.
PMP, Lean Six Sigma, Agile CSM, or equivalent project management certification.

Nice To Haves

Master’s degree or MBA.
Experience in EdTech, K–12 education, digital production, or content development ecosystems.
Experience managing large-scale contractor or field-service hiring, onboarding, or scheduling operations.
Experience integrating project management workflows with CRM and enterprise platforms such as Salesforce or Gainsight.

Responsibilities

Formulate and execute the Customer Experience PMO and Program Management vision, aligning portfolio priorities with enterprise goals.
Establish scalable delivery frameworks, governance standards, and operational risk-mitigation strategies across CX initiatives, including Professional Development and high-volume contractor deployment workflows.
Serve as the escalation backstop for ownership and scope, assign owners to unowned work, approve manager-level role and ownership agreements, and renegotiate with senior partners.
Lead executive-level alignment across Product, Engineering, Operations, Finance, Sales, Customer Support, and other cross-functional leaders.
Maintain a centralized roadmap of program priorities and portfolio health, balancing demands, technical constraints, capacity, and business ROI.
Ensure delivery standards are adopted through named ownership, timely communication, confirmation of use, stakeholder feedback, enablement, adoption measures, and post-launch review.
Serve as the enterprise authority on program management standards and introduce, embed, and refine Agile, Lean, and PMP methodologies.
Oversee high-visibility, business-critical initiatives across Customer Experience and occasionally run projects for the C-suite.
Drive portfolio readiness and quality metrics and diagnose systemic execution bottlenecks to reduce friction, rework, and scope drift.
Oversee program-level change management, including executive communications, risk escalation, and operational enablement.
Lead decision-oriented governance and working sessions with defined agendas, participants, pre-work, decision points, and outputs.
Establish meeting norms, communication cadences, and practical feedback and buy-in mechanisms.
Require shared documentation of plans, decisions, rationale, owners, dependencies, risks, handoffs, templates, and next steps; maintain decision and issue logs.
Define, track, and report program delivery metrics, KPIs, and operational SLAs to provide executive visibility into portfolio health.
Partner with CX Data, Systems, and Operations teams to build dashboards for resource utilization, implementation milestones, and delivery predictability.
Use quantitative metrics to inform program decisions, evaluate impact and resource allocation, and improve processes.
Lead, recruit, and coach a high-performing management organization, directly supervising Associate Directors and indirectly leading Program Manager teams.
Establish performance standards, career development pathways, and structured accountability.
Build a scalable organizational structure with clear operating rhythms, role clarity, and efficient team allocation.
Model inclusive, collaborative leadership that fosters psychological safety, trust, and operational excellence across distributed teams.