Executive Director, Program Management, Customer Experience

The role

This executive leadership role leads the portfolio-wide strategy, delivery governance, and operational execution of program management for the Customer Experience organization. The leader oversees Associate Directors and Program Managers to ensure alignment with enterprise-wide strategic goals.

What you will do

• Formulate and execute the overarching PMO and Program Management vision for the Customer Experience organization.
• Establish scalable delivery frameworks, governance standards, and operational risk-mitigation strategies.
• Serve as the escalation backstop for ownership and scope.
• Champion executive-level alignment across cross-functional leadership.
• Maintain a centralized roadmap of program priorities and portfolio health.
• Ensure standards are adopted and implemented with stakeholder feedback.
• Serve as the principal enterprise authority on program management standards.
• Oversee high-visibility, business-critical initiatives across all CX verticals.
• Define, track, and report on core program delivery metrics and operational SLAs.
• Lead, recruit, and coach a high-performing management organization.

Required qualifications

• Bachelor’s Degree or equivalent experience.
• 8+ years of program, project, or portfolio management experience in a complex, fast-paced environment.
• 7+ years of direct people management experience, including experience managing people managers or Associate Director-level leaders.
• Advanced knowledge of project management methodologies (Agile, Waterfall, Lean) and enterprise portfolio tooling (e.g., Smartsheet, Jira, Asana).
• Demonstrated experience leading enterprise-wide cross-functional initiatives involving Product, Engineering, Finance, Operations, and Sales.
• Demonstrated ability to manage multiple complex initiatives simultaneously, maintain attention to high-volume details, reprioritize when conditions change, and communicate missed details or emerging r
• Demonstrated strength in executive communication, facilitation, decision framing, and concise written documentation.
• PMP, Lean Six Sigma, Agile CSM, or equivalent project management certification.

Nice to have

• Master’s Degree or MBA preferred.
• Experience in EdTech, K–12 education, digital production, or content development ecosystems.
• Proven experience managing large-scale contractor/field-service hiring, onboarding, or scheduling operations.
• Experience integrating project management workflows with CRM and enterprise platforms (e.g., Salesforce, Gainsight).

Before you apply

• A background check will be required.
• You may be required to provide additional documentation, such as proof of vaccination, or submit to enhanced background screening, such as fingerprinting.

About the company

Amplify helps teachers bring delight and rigor to students every day through K–12 literacy, biliteracy, math, and science experiences. The company serves more than 18 million students and teachers across all 50 states and on six continents.