A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our captivating 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 turn data into practical instructional support to help students at every skill level build a strong foundation in early reading and math. Our programs provide teachers with powerful tools that help them understand and respond to the needs of all their students. Today, Amplify serves over eleven million students in all 50 states.
Amplify is committed to creating and implementing products that have impact on the lives and outcomes of teachers and students. Our Customer Support team ensures teachers, schools, and administrators have easy access to Amplify tools and team members who can quickly and efficiently answer questions and solve issues. Amplify's Customer Support is accountable for providing excellent customer experiences, growing customer loyalty and helping to turn great tools into student impact, customer renewal and expansion.
The Vice President of Customer Support is responsible for working with Amplify Operations leadership to set the strategic direction of the function, creating a roadmap for developing an outstanding organization and working cross functionally to ensure implementation and execution that meets our strategic objectives.
"Amplify's COVID-19 vaccination policy requires all staff to provide proof of vaccination for in-person meetings unless an approved exemption is provided. "
Responsibilities:

• Work with Amplify Operations leadership and company senior leadership to set the strategic direction of the Customer Support function
• Develop a roadmap that sets short, mid and long term priorities and goals with a focus on customer outcomes, reducing customer effort and building customer loyalty
• Create and present reasons for investment in Customer Support tools and programs
• Evaluate opportunities for relationships with external vendors to ensure the right mix of internal and external support to meet annual and seasonal business needs
• Work cross functionally to ensure alignment on goals, results and roadmaps; garner partnership and support so that ways of working are smooth and responsibilities are clear
• Ensure visibility of the largest and most common problems for customers and work closely with product and other cross functional teams to develop and implement strategies for mitigating those issues and ultimately reducing the number of CS cases
• Ensure that Customer Support function has the tools, staffing and training vital to deliver targeted results
• Provide results focused
• leadership that focuses on customer outcomes and ensures the execution of plans and results
• Ensure that a data driven approach to daily, weekly and monthly results monitoring and measurement is implemented and that the team uses that data to drive adjustments to plans, approach and execution as needed
• Work with Customer Support team to evaluate processes and ensure that they are focused customer outcomes and experience
• Develop and manage annual budget, identifying risks and tradeoffs, making recommendations, and ensure that Customer Support teams understand their financials

To do all that well, we think the Vice President, Customer Support needs to:

• Build relationships and ways of working with a national, remote Customer Support team and cross functionally
• Quickly develop an understanding of the tools and capabilities of the team and the needs of the organization and customers
• Understand and dive into executional detail and possess the ability to lead concurrent projects
• Continually assess existing processes and practices for improvement opportunities using a broad understanding of the business, operational expertise and organizational awareness.
• Ability to drive and support the analytical and people-related sides of change, process, tactics and strategy in an efficient and effective manner
• Understand competitive landscape and best practices to inform development of delivery models that improve quality and efficiency
• Solve problems by starting from the perspective of users and customers and translate to execution of internal processes
• Take a hands on approach as needed to pitch in or problem solve
• Provide executive presence to influence and collaborate with senior level staff internally, in districts and in state education agencies.
• Provide innovative thinking to influence long term transformation of function to consistently meet best in class standards

Qualifications:

• 10 plus years of providing strategic leadership in customer service and customer support
• Results focused leadership
• Hands on operational expertise
• Ability to work directly with managers and directors to drive improvements in process and execution
• Ability to work cross functionally, including teaming with Sales and Customer Experience on communications and with Business Systems on employing tools and reporting
• Track record of improving customer outcomes and driving customer loyalty while increasing operational efficiency

Preferred Qualifications:

• Experience working directly with C-level executives - having the presence, competence, and finesse to win trust from busy, capable and demanding managers
• Exemplary interpersonal skills
• Experience leading, coaching and building high functioning teams with demanding results

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 of Minorities, Females, Protected Veterans and Individuals with Disabilities.
This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.
Amplify Education, Inc. is an E-Verify participant.