Project Manager, Customer Experience (Fixed-Term)

Amplify

2d•$85,000 - $95,000

About The Position

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. As a project manager supporting the Customer Experience department at Amplify, you will lead and support complex, cross-functional projects, with an emphasis on work that will ensure educators are prepared to successfully implement Amplify curriculum in their classrooms. Examples include: Coordinating teams to gather documentation in support of professional development product certification with state education agencies. Supporting readiness efforts to expand teacher professional development into new and existing markets. Organizing efforts to standardize processes for regional design of professional development assets. Creating a system to provide centralized product updates to all customer facing teams, streamlining communication between product and customer experience. Adaptability to simultaneously manage different types of projects with varying goals, stakeholders, and tools. Tracking partner-specific milestones, deliverables, and reporting cadence across a portfolio of professional development partnerships. In this role, you’ll engage closely with customer-oriented teams to deliver high-quality outcomes that align with strategic business objectives across projects of varying type and size. From end-to-end project management to contributing to larger portfolio initiatives, the project manager ensures the work of the Customer Experience team is smooth and cohesive, defining what is in scope, and renegotiating it explicitly if the goals or details change. We’re looking for a proactive, adaptable project manager who meticulously tracks and considers details, picks up new systems quickly, and thrives on a fast-moving, highly connected team. They build trust as effortlessly as they build processes, asking clarifying questions before the work starts, naming trade-offs early, and holding a plan steady when the pressure is on. A note on what this work is actually like. Projects here move fast, and much of the delivery depends on partner teams outside this one. The project managers who do well are comfortable working without direct authority, ask questions early rather than filling gaps with assumptions, and are willing to say when a timeline or a scope needs to change. If that sounds energizing, you’ll do well here. This is a one-year fixed-term position beginning on the employee’s date of hire Depending on business needs, the term may be extended or converted to a full-time position at a future date.

Requirements

Bachelor’s Degree or equivalent practical experience.
3-5 years managing multiple complex projects simultaneously.
Strong experience in the K-12 education landscape, such as school operations or Edtech
Experience designing and implementing end to end processes from a stated goal or outcome.
Experience effectively managing and prioritizing multiple projects to meet deadlines.
Experience building data visualizations that help communicate progress and drive decision making.
Experience synthesizing large amounts of disparate information into concise, actionable, and impactful reports or other communications medium to a wide variety of audiences.
Tech and data savvy - exceptional with Google, Apple, and/or 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.
Experience working across multiple teams, often with multiple managers, in highly complex, fast-paced, and evolving situations.
Experience holding scope, a timeline, or a quality standard with stakeholders who are senior to you and outside your reporting line.
Experience delivering work that depends on a technical or build partner outside your own organization.

Nice To Haves

Certification in project management or related process.
Experience using project management tools.
Experience with projects that impact a large number of stakeholders (e.g. rolling out a training to be delivered to thousands of team members or rolling out new systems to be used by a large department).

Responsibilities

Integrate deeply into project work to understand priorities, the smoothest path to success, and ensure timeline and quality expectations are met.
Develop and maintain detailed project plans, timelines, and workflows to enable strong tracking from start to finish. Ensure alignment of tools to the size and complexity of the project, as well as stakeholder needs and expectations.
Collaborate with team leaders to define realistic milestones and ensure alignment with the overall project.
Track the effectiveness and impact of project initiatives. Monitor performance data, analyze trends, and propose data-driven solutions for continuous improvement.
Move quickly to unblock urgent needs within the scope of your projects, and escalate with judgement as needed.
Build a deep knowledge of key systems and technologies used in Customer Experience, including but not limited to: Salesforce, Slack, Tableau, Amplify Products, Concur, and Google Suite. Maintain expertise even as systems change or new features are released.
Maintain and update project roadmaps and trackers that give leadership real-time visibility into the status of multi-workstream initiatives
Develop communication plans with stakeholders identified and communication needs established.
Provide visibility into progress across stakeholder groups, including executives and project team members.
Proactively communicate risks or delays and propose mitigation strategies.
Coordinate meetings: identify attendees, schedule, develop agenda, facilitate, document. Ensure meetings end with clear next steps tied to goals.
Build strong partnerships and collaborate with peers in CX Insights; Customer Success & Development; Design, Training & Development; PD Operations; and other teams at Amplify to drive alignment and successfully execute projects, including those that involve external partners and stakeholders
Deeply understand and map current processes, proactively raising opportunities for improvement, redundancies, or risks to leadership.
Effectively define strengths in processes to replicate as well as clearly defining issues to address.
Ask questions to drive toward clarity and solutions. Navigate ambiguity with ease, demonstrating adaptability and resilience in uncertain situations. Clarify objectives, establish clear goals, and develop actionable plans to move initiatives forward despite uncertainty.
Lead and/or support change management efforts to drive adoption of new processes and initiatives. Communicate effectively with stakeholders to build buy-in, address concerns, and overcome resistance to change. Provide guidance and support to teams throughout the implementation process.
Help foster a culture of innovation, creativity, and continuous improvement within the Customer Experience team, encouraging colleagues to contribute ideas, experiment with new approaches, and challenge the operational status quo.
Establish upfront how success will be measured and what a strong output accomplishes, including the quality bar, timeline, and any non-negotiables.
Integrate and align your work with team and company priorities, actively contributing to the achievement of these goals.
Participate in and/or lead team commitments, including working groups, team meetings, projects, and other initiatives contributing to the overall success of the CX team at large.
Flexibly support various initiatives as needed, adapting to the changing needs of the organization and contributing to emerging projects or priorities.