Executive Director, Technical Operations & Delivery

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.

As the Executive Director of Technical Operations and Delivery, you’ll lead the charge in ensuring the smooth and successful delivery of product features, improvements, and key implementation projects across engineering, product, and customer-facing teams. Your focus will be on delivering measurable results—whether it’s completing projects on time, streamlining processes, or making sure all teams are aligned. Ultimately, you’ll play a crucial role in making sure our product development and implementation efforts meet both business goals and customer expectations.

Essential Responsibilities:

Project Delivery & Execution (40%)

• You’ll manage the full lifecycle of onboarding projects as well as upcoming releases that will impact the Technical Onboarding and Support Services teams, ensuring they’re delivered on time and within scope—aiming for 90% on-time completion each quarter. You’ll work closely with product, engineering, customer support, and the technical onboarding teams to define clear deliverables and set achievable milestones.

• Monitoring project progress, you’ll proactively address 95% of potential issues before they impact timelines, ensuring smooth and efficient execution.

• You’ll be responsible for robust reporting that impact the deliverables for the Launch Experience, Technical Onboarding, and Support Services teams, communicating the findings of the reporting on an ongoing basis, and making data driven process suggestions.

Cross-Functional Alignment (25%)

• Acting as the key liaison between Customer Support, Technical Onboarding, and the Product/Engineering teams, you’ll ensure alignment on deliverables, timelines, and priorities. You’ll lead weekly cross-functional meetings, ensuring that 100% of key initiatives align with the product roadmap.

• By improving communication and reducing bottlenecks, you’ll aim to cut project delays by 20% quarter over quarter, with a target of 95% of deliverables met on time by all teams.

Process Improvement & Efficiency (20%)

• You’ll lead efforts to streamline processes across product development, onboarding, and support, with a goal of reducing licensing/ enrollment times by 5-10% within your first few months. You’ll analyze data to identify inefficiencies and work to improve team productivity.

• After each project, you’ll conduct retrospectives for 90% of them, using the feedback to implement actionable process improvements for the future.

Roadmap & Strategy Support (15%)

• You’ll support both Customer Support and Technical Onboarding teams by ensuring their needs and feedback are effectively communicated to the product and engineering teams. You’ll work with product managers to shape and maintain a roadmap that reflects the needs of these teams, ensuring that 90% of initiatives align with business and customer priorities.

• You’ll use data-driven insights to contribute to the overall product strategy, suggesting process improvements each quarter to keep delivery efforts aligned with business goals.

Minimum Qualifications: 

• Bachelor's Degree or equivalent professional experience

• Minimum 15 years of experience in a customer support, account management, professional development role, classroom teaching or similar experience required with a track record of high quality results

• Strong problem-solving, prioritization, critical thinking, and decision-making skills.

• Exceptional communication, interpersonal, and leadership skills

• Ability to build strong relationships across teams and act as a liaison between technical and non-technical stakeholders

• Ability to thrive in a fast-paced, dynamic environment and manage high-pressure situa