Executive Director, Program Management, Customer Experience at Amplify · LumiJobs

Responsibilities

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. Sitting above the Associate Director tier, 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 and keeping a pulse on how teams engage on projects, and ensuring all projects deliver against our CX and Amplify charge. The ED sets the tone for engaging stakeholders; they lead strategic cross-functional partnerships across Amplify, including teams such as Product, Engineering, Operations, Finance, Sales, and executive leadership to scale delivery and elevate execution maturity across the enterprise.
This leader translates strategy, retrospectives, and portfolio insights into clear operating models with defined ownership, measurable outcomes, and scalable processes. The ED creates the conditions for teams to execute with clarity while preserving the judgment to adapt when circumstances change.
Essential Responsibilities:
Portfolio Governance, Strategy & Cross-Functional Alignment (30%)
Formulate and execute the overarching PMO and Program Management vision for the Customer Experience organization, ensuring portfolio priorities directly align with broader enterprise goals.
Establish scalable delivery frameworks, governance standards, and operational risk-mitigation strategies across all CX initiatives, including Professional Development and high-volume contractor deployment workflows.
Serve as the escalation backstop for ownership and scope: name the owner when work arrives without one, approve role and ownership agreements at the manager level, and carry the renegotiation with senior partners so project managers don't hold this boundary alone.
Champion executive-level alignment across cross-functional leadership—including Product, Engineering, Operations, Finance, Sales, and Customer Support—to drive shared accountability, clear handoffs, and resource optimization.
Maintain a centralized roadmap of program priorities and portfolio health, balancing competing demands, technical constraints, capacity models, and business ROI.
Program Management Excellence & Operational Scaling (30%)
Ensure standards are adopted, not just launched: every standard has a named owner, reaches the person who needs it when needed, and is confirmed in use. Process and operating-model changes are implemented with stakeholder feedback, clear enablement, adoption measures, and a defined post-launch review so continuous improvement becomes a durable standard of working rather than one-time interventions.

Qualification

Minimum Education and Experience8+ years of programPMPMaster’s Degree or MBA preferredExperience in EdTechStrategic Portfolio ThinkersSystems & Process ArchitectsCalm

Required

Minimum Education and Experience
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 risks early with a clear recovery plan.
Demonstrated strength in executive communication, facilitation, decision framing, and concise written documentation, including presenting problems with options and recommendations rather than escalating problems without a path forward.
PMP, Lean Six Sigma, Agile CSM, or equivalent project management certification.

Preferred

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).
Individuals who are successful in this role are:
Strategic Portfolio Thinkers: Exceptional capacity to step back from tactical details to align delivery roadmaps with executive business goals.
Systems & Process Architects: Skilled at spotting friction points, codifying processes, and driving continuous improvement at scale.
Calm, Decisive Leaders: Able to bring structure and clarity to complex, high-ambiguity environments and rapid organizational changes.

Executive Director, Program Management, Customer Experience

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Amplify

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