Director, BPM, Customer Order Management

A pioneer in K–12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our 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 help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 15 million students in all 50 states. For more information, visit amplify.com.

The Amplify Supply Chain team is seeking a Director of Business Process Management to lead and drive operational excellence in our Outbound functional area. This role is responsible for optimizing processes related to customer order management, including order capture, processing, fulfillment, and delivery of physical materials, ensuring timely and accurate delivery to our customers. Partnering closely with cross-functional teams, the Director will champion continuous improvement initiatives, enhance system capabilities, and ensure alignment with Amplify’s strategic objectives.

Essential Responsibilities:

• Collaborate with the Vice President, Outbound Supply Chain, their leadership team, and cross-functional stakeholders to assess current processes, identify opportunities for improvement, and develop policies for order capture, processing, scheduling, and backorder management.

• Develop and implement scalable, data-driven solutions to enhance order fulfillment accuracy, reduce lead times, minimize order delays, and improve communication during large-scale key account delivery projects.

• Establish and monitor Key Performance Indicators (KPIs) to drive operational efficiency and service excellence.

• Oversee a portfolio of process improvement initiatives targeting order management across samples, pilots, commercial sales, depository orders, and returns in a 3PL environment. 

• Collaborate with cross-functional teams to implement order scheduling, inventory allocation, routing tools, refine backorder handling policies, improve assembly strategies, and integrate Available-to-Promise (ATP) and Capable-to-Promise (CTP) capabilities.

• Provide leadership support for large-scale supply chain transformation initiatives, including the development and integration of Assemble-to-Order (ATO), Make-to-Order (MTO), and Configure-to-Order (CTO) processes to support modular content and custom publishing.

• Support the development of consolidated delivery experiences and integrated dashboards for end-to-end shipment visibility.

• Establish and oversee processes to monitor, manage, and resolve order exceptions in real-time, reducing delays and ensuring timely escalation of critical issues.

• Collaborate with customer-facing and technology teams to enhance the overall delivery experience by implementing system enhancements that ensure orders are complete, accurate, and on time while supporting scalable and efficient operations.

• Define project scopes, timelines, and success metrics, ensuring alignment with business goals and delivering measurable results.

• Partner with Change Management to develop and execute clear communication plans supporting the adoption of new processes and technologies.

• Provide comprehensive training and documentation for new processes to ensure successful implementation and sustained improvement.

• Effectively communicate complex concepts and solutions to diverse audiences across business and technical teams.

Required Qualifications:

• Bachelor’s degree in Supply Chain Management, Business Administration, Business, or a related field.

• Minimum of 5 years in a role with a strong focus on end-to-end customer order management in a publishing supply chain context. K12 experience is preferred.

• 3 years of expertise in process optimization and a strong command of outsourced vendor relationships.

• Proven experience leading cross-functional process improvement initiatives and managing complex projects.

• Strong understanding of supply chain management systems (e.g., ERP, WMS, OMS) and data analytics tools.

• 3 years of management or team leadership experience

Preferred Qualifications: