[Hiring] Executive Director, Program Management, Customer Experience @Amplify

Role Description

The Executive Director (ED), Program Management, Customer Experience is an executive leadership role responsible for leading the portfolio-wide strategy, delivery governance, and operational execution of program management across the Customer Experience organization. This role provides strategic oversight of all project and program management activities, ensuring alignment with enterprise-wide strategic goals in Customer Experience.

The ED oversees Associate Directors and Program Managers supporting initiatives across the full customer journey. This leader is directly responsible for establishing standard processes, shaping team engagement on projects, and ensuring all projects deliver against our CX and Amplify charge. The ED sets the tone for engaging stakeholders and leads strategic cross-functional partnerships across Amplify.

Essential Responsibilities

• Portfolio Governance, Strategy & Cross-Functional Alignment (30%):
  • 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 across all CX initiatives.
  • 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.
• Program Management Excellence & Operational Scaling (30%):
  • Ensure standards are adopted, not just launched.
  • Serve as the principal enterprise authority on program management standards.
  • Oversee high-visibility, business-critical initiatives across all verticals within CX.
  • Drive portfolio readiness and quality metrics.
  • Oversee program-level change management processes.
  • Lead decision-oriented governance and working sessions.
  • Establish meeting norms and ongoing communication cadences.
  • Make work findable and transferable.
• Performance Analytics, Portfolio Health & Insights (15%):
  • Define, track, and report on core program delivery metrics.
  • Partner with CX Data, Systems, and Operations teams to build scalable dashboarding solutions.
  • Drive data-informed decision-making across the PM organization.
• Team Leadership, Mentorship & Organizational Capability (25%):
  • Lead, recruit, and coach a high-performing management organization.
  • Establish performance standards and career development pathways.
  • Build a scalable organizational structure.
  • Model inclusive, collaborative leadership.

What Success Looks Like

• Unified and standardized the program management delivery methodology across all Customer Experience teams.
• Established executive-level portfolio health reporting and dashboards.
• Strengthened strategic handoffs and alignment between CX and other departments.
• Built a high-functioning leadership tier with clear growth paths.
• Optimized cross-functional workflows supporting high-volume execution.
• Embedded an operating model with clear objectives, scope, roles, and decision rights.

Qualifications

• Bachelor’s Degree or equivalent experience.
• 8+ years of program, project, or portfolio management experience.
• 7+ years of direct people management experience.
• Advanced knowledge of project management methodologies and enterprise portfolio tooling.
• Demonstrated experience leading enterprise-wide cross-functional initiatives.
• Demonstrated ability to manage multiple complex initiatives simultaneously.
• Demonstrated strength in executive communication and concise written documentation.
• PMP, Lean Six Sigma, Agile CSM, or equivalent project management certification.

Preferred Education and Experience

• 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.

Individuals who are successful in this role are:

• Strategic Portfolio Thinkers.
• Systems & Process Architects.
• Calm, Decisive Leaders.
• Master Cross-Functional Influencers.
• Data-Informed Executives.
• Developers of Talent.
• Seeks clarity.
• Holds the scope.
• Documents transparently.