Project Manager, Customer Experience (Fixed - Term)

Amplify

1d • $80,000 - $90,000 • Remote

About The Position

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 teachers 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. In this role, you’ll engage closely with customer-oriented teams to deliver high-quality outcomes that align with strategic business objectives across various types and sizes of projects. From end-to-end project management, to contributing to larger projects in a portfolio, to owning operational tasks, the project manager will ensure that the work of the Customer Experience team is smooth and cohesive. We’re looking for a proactive, adaptable project manager who meticulously tracks and considers details, attacks technology (especially Google Sheets!) with ease and enjoyment, and thrives on a fast moving, highly connected team. They build trust as effortlessly as they build processes, doing what needs to be done to meet goals and make their team's work feel seamless and strategic.

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.

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

• Project Planning & Monitoring Integrate deeply into project work to understand priorities, the smoothest path to success, and ensuring 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. Proactively jump in to support urgent needs. 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.
• Meeting Leadership & Communications 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.
• Process Optimization & Continuous Improvement 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.
• Flexible Engagement & Team Commitments 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.

Benefits

• Salary is only one component of the Amplify Total Rewards package, which includes a 401(k) plan, 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: Mid Level