Project Manager, Customer Experience (Fixed-Term)

About Amplify

Job Description

Essential Responsibilities

• Project Planning & Monitoring
• Integrate deeply into project work to understand priorities, the smoothest path to success, and ensure timeline and quality expectations are met.
• Develop and maintain detailed project plans, timelines, and workflows to enable strong tracking from start to finish. Ensure alignment of tools to the size and complexity of the project, as well as stakeholder needs and expectations.
• Collaborate with team leaders to define realistic milestones and ensure alignment with the overall project.
• Track the effectiveness and impact of project initiatives. Monitor performance data, analyze trends, and propose data-driven solutions for continuous improvement.
• Move quickly to unblock urgent needs within the scope of your projects, and escalate with judgement as needed.
• Build a deep knowledge of key systems and technologies used in Customer Experience, including but not limited to: Salesforce, Slack, Tableau, Amplify Products, Concur, and Google Suite. Maintain expertise even as systems change or new features are released.
• Maintain and update project roadmaps and trackers that give leadership real-time visibility into the status of multi-workstream initiatives
• Meeting Leadership & Communications
• Develop communication plans with stakeholders identified and communication needs established.
• Provide visibility into progress across stakeholder groups, including executives and project team members.
• Proactively communicate risks or delays and propose mitigation strategies.
• Coordinate meetings: identify attendees, schedule, develop agenda, facilitate, document. Ensure meetings end with clear next steps tied to goals.
• Build strong partnerships and collaborate with peers in CX Insights; Customer Success & Development; Design, Training & Development; PD Operations; and other teams at Amplify to drive alignment and successfully execute projects, including those that involve external partners and stakeholders
• Process Optimization & Continuous Improvement
• Deeply understand and map current processes, proactively raising opportunities for improvement, redundancies, or risks to leadership.
• Effectively define strengths in processes to replicate as well as clearly defining issues to address.
• Ask questions to drive toward clarity and solutions. Navigate ambiguity with ease, demonstrating adaptability and resilience in uncertain situations. Clarify objectives, establish clear goals, and develop actionable plans to move initiatives forward despite uncertainty.

Minimum Qualifications

• Bachelor’s Degree or equivalent practical experience.
• 3-5 years managing multiple complex projects simultaneously.
• Strong experience in the K-12 education landscape, such as school operations or Edtech
• Experience designing and implementing end to end processes from a stated goal or outcome.
• Experience effectively managing and prioritizing multiple projects to meet deadlines.
• Experience building data visualizations that help communicate progress and drive decision making.
• Experience synthesizing large amounts of disparate information into concise, actionable, and impactful reports or other communications medium to a wide variety of audiences.
• Tech and data savvy - exceptional with Google, Apple, and/or 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.
• Experience working across multiple teams, often with multiple managers, in highly complex, fast-paced, and evolving situations.
• Experience holding scope, a timeline, or a quality standard with stakeholders who are senior to you and outside your reporting line.
• Experience delivering work that depends on a technical or build partner outside your own organization.

Preferred Qualifications

• Certification in project management or related process.
• Experience using project management tools.
• Experience with projects that impact a large number of stakeholders (e.g. rolling out a training to be delivered to thousands of team members or rolling out new systems to be used by a large department).
• Amplify is an Equal Opportunity Employer. Amplify makes employment decisions based on qualifications and merit, and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, veteran status, or any other legally protected characteristic or status.
• Amplify is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you have a disability and need an accommodation in connection with the application or hiring process, please email hiringaccommodations@amplify.com .
• If you are selected for employment, a background check will be required. As required by state and local laws and district policies, you may be required to provide additional documentation, such as proof of vaccination, or submit to enhanced background screening, such as fingerprinting.
• Amplify is an E-Verify participant.