Executive Director, Program Management, Customer Experience
New
A
AmplifyK–12 education
Remote - United StatesFull-TimeExecutive
Salary$150K - $175K; $150K – $175K • Offers Equity • Offers Bonus
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Job Details
- Experience
- 8+ years of program, project, or portfolio management experience; 7+ years of direct people management experience
- Required Skills
- AgileJiraCross-functional Team LeadershipAsana
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 Agile, Waterfall, and Lean project-management methodologies.
- Experience with 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, reprioritize as conditions change, and communicate emerging risks with a recovery plan.
- Strength in executive communication, facilitation, decision framing, and concise written documentation.
- PMP, Lean Six Sigma, Agile CSM, or equivalent project-management certification.
- Master’s degree or MBA preferred.
- Experience in EdTech, K–12 education, digital production, or content development ecosystems preferred.
- Experience managing large-scale contractor or field-service hiring, onboarding, or scheduling operations preferred.
Responsibilities
- Set and execute the Customer Experience program-management vision, aligning portfolio priorities with enterprise goals.
- Establish delivery frameworks, governance standards, risk-mitigation strategies, ownership agreements, and centralized portfolio roadmaps.
- Align cross-functional leaders across Product, Engineering, Operations, Finance, Sales, and Customer Support.
- Oversee high-visibility initiatives, apply and refine program-management standards, and lead governance and working sessions.
- Establish change-management frameworks, stakeholder communications, risk escalation, and operational enablement.
- Maintain documentation, decision and issue logs, meeting norms, and communication cadences that support transferable work.
- Define and report delivery metrics, KPIs, and operational SLAs; partner with CX Data, Systems, and Operations on dashboards.
- Lead, recruit, and coach Associate Directors and PM teams; establish performance standards, career pathways, and team operating rhythms.
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