Senior Manager, Training & Development, CX

Amplify

21h • $85,000 - $100,000

About The Position

A pioneer in K–12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 15 million students in all 50 states. For more information, visit amplify.com. Job Description Summary: 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 Senior Manager of Training & Development, Customer Experience (CX) who is enthusiastic about designing, executing, and managing training and development programs tailored to our Customer Experience team. The ideal candidate will have experience in developing and delivering training programs and will collaborate closely with cross-functional teams to enhance learning solutions.

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 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

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
• 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

• New Contractor Hiring Role Definition & Competency Mapping: Define and document essential skills, experience, and competencies required for contractor roles, ensuring alignment with organizational goals and department needs.
• Recruitment Strategy & Sourcing: In partnership with Talent Acquisition, develop comprehensive recruitment strategies utilizing multiple channels including job boards, professional networks, referral programs, and vendor partnerships to build robust contractor talent pipelines and reduce time-to-fill metrics.
• Assessment Development: Create and refine interview tasks, evaluation materials, and hiring processes to effectively assess candidates' expertise and role fit while incorporating best practices and relevant competencies.
• Interviewer Training & Consistency: Develop and deliver training sessions for interviewers and regional/partner teams to ensure consistency, objectivity, and adherence to established hiring practices across the department.
• Selection Process Oversight: Ensure fair and unbiased candidate selection through systematic review of evaluative feedback, monitoring of interview practices, and application of strategic insights to improve outcomes and meet department-wide KPIs.
• Performance Analysis & Process Improvement: Analyze hiring effectiveness and candidate satisfaction data, partnering with leadership to identify trends and implement process improvements that enhance talent acquisition outcomes.
• Workforce Planning Support: Support senior leadership in assessing contractor staffing needs and capacity planning, ensuring proactive talent acquisition that aligns with business objectives and seasonal demands.
• Systems Access & Management: Plan, execute, and monitor comprehensive systems access provisioning strategies for new PLSs, including coordinating cross-functional teams to establish access protocols, developing series of learning to ensure personnel are prepared to use the tools for their role.
• New Contractor Onboarding Content Project Management & Design: Lead cross-functional project management of onboarding content, coordinating efforts to create cohesive learning journeys that incorporate instructional design principles, engaging multimedia elements, and interactive components to effectively prepare new hires for their roles.
• Training Development: Design, implement, and oversee training components that reflect best practices in adult learning, ensuring onboarding experiences engage participants and equip contractors with deep program knowledge and training expertise.
• Training Delivery & Stakeholder Communication: Deliver training sessions to partner teams on onboarding processes, key practices, and resources while maintaining strategic communication with key stakeholders to ensure consistent execution across the department.
• Training Coordination & Operations: Coordinate and manage both virtual and in-person onsite training programs, overseeing communications, operational logistics, and execution to ensure seamless delivery of onboarding experiences across multiple formats and locations.
• Performance Analysis & Continuous Improvement: Regularly analyze onboarding effectiveness and participant feedback, sharing insights with leadership to identify trends and implement solutions that improve training experiences and align with organizational goals.
• Process Innovation & Best Practices: Stay current with onboarding best practices and adapt programs to meet changing business needs, supporting the organization's competitive advantage in contractor preparation and development.
• Retention Strategy Retention Strategy Development: Plan, execute, and monitor comprehensive retention strategies focused on engaging the contractor specialist cohort, coordinating cross-functional initiatives to enhance contractor satisfaction and reduce attrition during the contract period.
• Retention Analytics & Solutions: Identify and analyze trends in contractor retention patterns, developing data-driven strategic solutions and process improvements to address turnover challenges and enhance long-term contractor engagement.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees