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 10 million students in all 50 states. For more information, visit amplify.com.

Amplify is seeking a full-time Senior Manager of Training & Development Operations, Customer Experience (CX) who is enthusiastic about designing, executing, and managing training and development programs tailored to our Technical Onboarding Specialists & Support Analysts. The ideal candidate will have experience in operations, data, and project management and will collaborate closely with cross-functional teams to enhance learning solutions.

Essential Responsibilities:

New Contractor Hiring (~15%)

• Build, maintain, and audit a comprehensive candidate tracker to manage and streamline the mass hiring process. Implement robust data collection protocols to ensure accurate and consistent data capture. Regularly audit the tracker to identify discrepancies, streamline operations, and keep track of candidate statuses effectively.

• Design and implement standardized data collection protocols to ensure all relevant candidate information is accurately and efficiently captured across the hiring lifecycle. Ensure that these protocols are aligned with organizational data governance policies and best practices.

• Develop interactive dashboards that provide real-time insights into the progress of mass hiring goals. Use these dashboards to visualize key performance indicators such as candidate pipeline metrics, time-to-hire, and offer acceptance rates, enabling data-driven decision making and agile response to hiring needs.

New Contractor Onboarding (~15%)

• Develop and enforce data management protocols to ensure the accurate capture and maintenance of new hire information. Regularly audit data entries for consistency and accuracy, addressing any discrepancies promptly to maintain the integrity of onboarding records.

• Utilize data analytics to evaluate the effectiveness of the onboarding process, identifying trends and areas for improvement. Use feedback and metrics to drive enhancements in onboarding programs, ensuring they meet both organizational and new hire needs efficiently.

• Create dynamic dashboards that consolidate onboarding metrics and progress reports, providing a comprehensive view of the onboarding landscape. Use these dashboards to generate actionable insights for stakeholders, facilitating informed decision-making and strategic planning.

Learning Management Strategy (~15%)

• Develop and execute a strategy to optimize instructional design and learning platforms (ex, LMS) for our contractors and their managers. 

• Serve as the key/primary point of contact to our internal teams for our learning platform, developing strong partnerships that drive our business goals. 

• Establish and oversee project communication, process, and change management for content being uploaded to the learning platform, ensuring timely and successful collaboration, decision-making, and engagement across the project team.

• Provide project visibility and regular updates to stakeholders for instructional design, learning platforms and data solutions through formal briefings, project reports, and presentations.

Leading day-to-day Operations  (~20%)

• Oversee day-to-day operations for CX contractor hiring, onboarding, offboarding and retention, ensuring that all processes run smoothly and efficiently. Operations include, but are not limited to: deactivating and extending contractors and working with internal partners on systems set up.

• Build a deep knowledge of key systems and technologies – and continuously stay up to date on new features – needed in CX Training & Development operations, including but not limited to: Salesforce,  Okta, and Google Suite.

• Build strong partnerships and collaborate with peers in Talent Acquisition, HR Operations, CX Operations, and IT,  in order to drive toward alignment and successfully execute operational strategies.

• Proactively identify potential risks to operations and develop comprehensive contingency plans and clear escalation pathways to mitigate them.

• Consistently implement quality control measures to maintain high standards of all operational systems & processes.

Data Management (~20%)

• Data architecture - Develop and implement end-to-end processes to support collecting, aggregating, storing and integrating data needed for CX contractor  hiring, onboarding, retention and offboarding.

• Data quality assurance - Establish and regularly execute procedures to ensure the accuracy, completeness, and integrity of all data.

• Data analysis and reporting - Develop and engage in data analysis routines to extract insights, identify trends, and support strategic decision-making across the team. Generate regular reports and dashboards and communicate key findings to stakeholders.

• Database management - Oversee and directly execute database administration tasks, including inputting data, updating data and troubleshooting. 

• Continuous improvement - Stay current with industry trends, emerging technologies, and best practices in data management. Identify opportunities for process improvement and innovation to enhance data capabilities and drive operational efficiency.

Standing up New Processes to Accelerate the Team’s Work  (~15%)

• Process design and improvement - Lead the design, documentation, and optimization of new processes that accelerate the T&D team’s work, ensuring that they tightly align and address high-priority inefficiencies, bottlenecks, and areas for improvement.

• Navigate ambiguity - Navigate through ambiguity with ease, demonstrating adaptability and resilience in uncertain situations. Clarify objectives, establish clear goals, and develop actionable plans to drive initiatives forward despite uncertainty.

• Change management - Lead and/or support change management efforts to drive adoption of new processes and initiatives. Communicate effectively with stakeholders to build buy-in, address concerns, and overcome resistance to change. Provide guidance and support to teams throughout the implementation process.

• Measure progress - track the effectiveness and impact of process improvement initiatives. Monitor performance data, analyze trends, and make data-driven decisions to drive continuous improvement.

• Innovation influencer - Help foster a culture of innovation, creativity, and continuous improvement within the T&D team, encouraging colleagues to contribute ideas, experiment with new approaches, and challenge the operational status quo.

Flexible Engagement & Team Commitments (Ongoing)

• Support Company and CX Team Responsibilities: Integrate and align your work with team and company priorities, actively contributing to the achievement of these goals.

• Engage in Team Commitments: Participate in and/or lead team commitments, including working groups, team meetings, projects, and other initiatives contributing to the overall success of the CX Training & Development Team and CX team at large.

• Adapt to Company Needs: Flexibly support various initiatives as needed, adapting to the changing needs of the organization and contributing to emerging projects or priorities.

Basic Qualifications:

• Bachelor’s degree or equivalent related work experience

• 12+ years of K-8 classroom teaching and/or relevant professional experience 

• Strong organizational and project management skills

• Experience effectively managing and prioritizing multiple projects to meet deadlines

• Experience synthesizing large amounts of disparate information into concise, actionable, and impactful reports or other communications medium

• Tech and data savvy - exceptional with Google, Apple, and Microsoft office suites (e.g. word processing, excel/sheets, slides/decks); proficient in Salesforce and similar platforms; and eager and able to pick up any new technology or software with ease 

Preferred Qualifications:

• Experience as an Instructional Leader and/or Curriculum Developer across a district or network of schools

• Experience delivering training at Amplify or using Amplify products as an educator or administrator

• Experience with hiring, onboarding, and managing teams of people

You are a good fit for this role if:

• Radical Ownership: You take full responsibility for your projects, from concept through execution. You own the design process, challenges, and successes.

• Balance Big Picture with Details: You maintain a clear vision of the overall goals while paying attention to the critical details that impact the user experience. 

• Deliver Results: You are action-oriented, capable of assessing risks and opportunities to move projects forward. You prioritize completing tasks effectively while managing perfectionism and avoiding analysis paralysis. People that work with you say that you "get things done" while also ensuring a human-centered workplace.

• Strong Judgment: You consistently exercise good judgment by asking insightful questions, involving the right stakeholders, and making informed decisions. You are comfortable pausing to reflect and reassess when necessary. You can adequately assess when you need to bring others into a decision and when you should move forward on your own.

• Communicate Proactively and Clearly: You excel at communication, providing clear, compelling updates, anticipating the needs of your audience and with finesse. You ensure that information is effectively shared across all levels and departments.

• Scalable Excellence: You are dedicated to principles of simplicity, scalability, and standardization. You work towards creating solutions that are not only efficient but also maintain high standards of quality and responsiveness.

• Embrace Flexibility and Adaptability: You thrive in dynamic environments and are comfortable navigating changes. You balance flexibility with a commitment to standardized processes, ensuring that solutions are both adaptable and consistently high-quality.

• Principle-First Decision Making: You approach projects and decisions with a principle-first mindset, prioritizing core principles that guide decision-making. This ensures that decisions align with our overarching goals, values, and strategy.

• Foster Collaboration: You are energized by working with others, especially across functions, and enjoy collaborating with diverse teams. You actively seek input from various stakeholders to create cohesive and effective design solutions.

• Represent the CX Team Brand: You prioritize building strong relationships and embody the values of the CX team. You approach challenges with a “how might we” mindset, consistently seeking opportunities to enhance our brand.

What we offer:

Salary is only one component of the Amplify Total Rewards package, which includes a 401(k) plan, stock options, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs. The gross salary range for this role is $85,000 - $100,000. This role is eligible to earn an annual discretionary bonus that rewards individual and company performance.

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool. 

Amplify is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. 

This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.

Amplify Education, Inc. is an E-Verify participant.

If selected, a background check will be required. As required by state and local laws and district policies, you may also be required to provide additional documentation, such as proof of vaccination or submit to enhanced background screening, including fingerprints.