A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our captivating 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 turn data into practical instructional support to help students at every skill level build a strong foundation in early reading and math. Our programs provide teachers with powerful tools that help them understand and respond to the needs of all their students. Today, Amplify serves five million students in all 50 states.

Responsible for oversight and engagement for operations within Customer Care & Support. Deliver special projects, escalations and other tactical and strategic requirements. Liaise with the Amplify HR organization ensuring alignment of HR policies between Amplify and CC&S. Coordinate and facilitate the current and future Leadership Development and Manager training programs in the CC&S and other peer organizations. Manage and facilitate initiatives to promote career progression: to prepare promising individual contributors to progress towards Manager and team leads and first level managers to more senior level management within CC&S. This position will report directly to the VP of CC&S and work closely in strategic alignment with the SVP of Operations. This alignment will enhance the communication and improve the execution of OKRs targeted to optimize Amplify's performance results.

Core responsibilities

• Collaborate, create, and facilitate, the Leadership and Manager Development Training programs within CC&S, Operations, and other peer organizations (upon request) at Amplify.
• Collaborate and assist the VP of CC&S on key projects and initiatives driving the successful achievement of annual or quarterly OKRs as defined by the business.
• In coordinating with the VP of CC&S, develop and promote the programs within the Diversity, Equity & Inclusion and Critical Race Theory initiatives.
• Collaboration with the Amplify Corporate Organizational Development and Learning & Development (L&D) SMEs within the Human Resources organization.
• Stay current and initiate ongoing improvements within the current program based on relevant industry insights, management trends, feedback, and best practices.
• Collaborate and team with the Amplify Human Resources organization on
  • creating career paths within both the CC&S organization and other Amplify departments
  • liaise between the CC&S organization and the HR Business Partner assuring respective insights and policies are understood, implemented and achieved
  • coordination with the Business Systems organization for all new employee onboarding
  • collaboration on market and salary studies ensuring alignment with Amplify CC&S
• Provide ongoing 1 on 1 coaching and mentoring for:
  
  • VP and SVP level with thought partnership conversations
  • Current Directors and Managers having completed the 14-session program
  • New Managers and Associate Managers based on VP and Director recommendations
• Facilitate, Coach, and Mentor ongoing development for all Managers and their teams driving higher levels of employee and team engagement across the organization.
• Continue to drive the values of a Strengths-based organization using the Gallup CliftonStrengths™ model in development of the employee to optimize their contribution to the team and organization.
• Research, curation, and distribution of timely and relevant information to leadership and employees reinforcing what they do well and new insights for consideration that will have a positive result within the overall organization. Maintain updated training curriculum and resources, individual training, and development plans.
• Monitor the results of Employee Engagement surveys and initiatives and make recommendations to CS&S Leadership accordingly.
• Stay current with Gallup, other L&D industry trends, and best practices to elevate learning.
• Other duties and responsibilities that evolve within CC&S.

Characteristics

• Understanding of the education sector; knowledge of the various roles including but not limited to business operations, product management, sales, software engineering, and other job functions.
• Strong program management, strategic thinking, creative thinking, and problem-solving. characteristics in understanding the roles and responsibilities of the team members
• Strong experience in cross-functional collaboration.
• A coaching and mentoring mindset, balancing the sharing of knowledge with the individual's ability to discover what they need to be successful and navigate through multiple situations and opportunities. Capacity to multitask and prioritize concurrent projects and programs autonomously to meet established deadlines.
• Strong communication skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications.
• Exhibit professional facilitation of training content, and/or meeting execution.
• Demonstrates credibility and represents training in a professional manner, including coaching certifications.
• Manage current training initiatives while maintaining a strong presence with all currently and previously enrolled in the programs.
• Someone who can 'catch' an idea and make it a reality

Basic Qualifications of the Director, CC& S Operations:

• BA/BS
• 10+ years of experience in customer engagement, operations, or related field
• 5+ years of management experience, coaching and mentoring staff and experience in engaging with multi-functional teams driving results
• Analytical and quantitative skills; ability to use hard data and metrics to support business decisions

Preferred Qualifications of the Director, CC&S Operations:

• Interest in and understanding of the K-12 education space and educational technology
• Coaching and/or Leadership Development certification
• Strong social skills; ability to work successfully with and influence teams across the organization including Senior Leadership
• Ability to work on multiple initiatives in a highly dynamic and fast-paced environment

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.

This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.

Amplify Education, Inc. is an E-Verify participant.