Senior Manager, Training & Development, CX

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.

Job Description Summary: 

The Training and Development team aims to optimize the entire contractor lifecycle through strategically recruiting, hiring, and onboarding all customer experience (CX) contractors to ensure they are fully prepared to deliver exceptional services and experiences to our customers. Our team manages a diverse workforce of customer-facing contractors, including professional learning specialists, enrollment specialists, technical support specialists, digital success specialists, and support agents. These contractors provide critical customer-facing services, ensuring customers have seamless access to their purchased digital products, receive timely and effective support, and successfully participate in professional development sessions.

Amplify is seeking a full-time Senior Manager of Training & Development, Customer Experience (CX) who is enthusiastic about designing, executing, and managing training and development programs tailored to our Customer Experience team. The ideal candidate will have experience in developing and delivering training programs and will collaborate closely with cross-functional teams to enhance learning solutions.

Essential Responsibilities:

New Contractor Hiring 

• Role Definition & Competency Mapping: Define and document essential skills, experience, and competencies required for contractor roles, ensuring alignment with organizational goals and department needs.

• Recruitment Strategy & Sourcing: In partnership with Talent Acquisition, develop comprehensive recruitment strategies utilizing multiple channels including job boards, professional networks, referral programs, and vendor partnerships to build robust contractor talent pipelines and reduce time-to-fill metrics.

• Assessment Development: Create and refine interview tasks, evaluation materials, and hiring processes to effectively assess candidates' expertise and role fit while incorporating best practices and relevant competencies.

• Interviewer Training & Consistency: Develop and deliver training sessions for interviewers and regional/partner teams to ensure consistency, objectivity, and adherence to established hiring practices across the department.

• Selection Process Oversight: Ensure fair and unbiased candidate selection through systematic review of evaluative feedback, monitoring of interview practices, and application of strategic insights to improve outcomes and meet department-wide KPIs.

• Performance Analysis & Process Improvement: Analyze hiring effectiveness and candidate satisfaction data, partnering with leadership to identify trends and implement process improvements that enhance talent acquisition outcomes.

• Workforce Planning Support: Support senior leadership in assessing contractor staffing needs and capacity planning, ensuring proactive talent acquisition that aligns with business objectives and seasonal demands.

• Systems Access & Management: Plan, execute, and monitor comprehensive systems access provisioning strategies for new PLSs, including coordinating cross-functional teams to establish access protocols, developing series of learning to ensure personnel are prepared to use the tools for their role.

New Contractor Onboarding

• Content Project Management & Design: Lead cross-functional project management of onboarding content, coordinating efforts to create cohesive learning journeys that incorporate instructional design principles, engaging multimedia elements, and interactive components to effectively prepare new hires for their roles.

• Training Development: Design, implement, and oversee training components that reflect best practices in adult learning, ensuring onboarding experienc