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Associate Director, Strategy & Operations, Literacy

Company

Amplify Education, Inc.
Address , Remote
Employment type FULL_TIME
Salary $110,000 - $115,000 a year
Expires 2023-07-26
Posted at 11 months ago
Job Description
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.
The Associate Director acts as a product expert and key liaison with cross-functional teams within Amplify including Customer Support, Professional Learning, Training & Enablement, Customer Success, Sales, Marketing, and Bids & Proposals. The Associate Director leverages insights from cross-functional work to synthesize in-market needs and trends, ensuring that suite-level and product-line teams have information needed to make informed, customer-driven product development decisions.
Responsibilities:
  • Monitoring, assessing, and sharing applicable KPIs by product line
  • Prepares for, leads, and distributes materials related to the Account Review forum
  • Offering guidance, recommendations, and support to improve customer experience
  • Partners with product line stakeholders to address unexpected issues impacting customers
  • Owning the Strategic Account Review process for the product line, evolving the process as the business and product line grows
    • Develops the annual curriculum, working with literacy team peers and other stakeholders
    • Works collaboratively with CS, Research and Measurement, and literacy product team as appropriate to set goals and create resources to empower CSMs to best serve their customers
    • Prepares for, leads, and distributes materials related to the Account Review forum
  • Supports efforts to ensure suite-level and product-line teams have the information needed to make informed product development decisions through regular reports to product line teams. This includes, but is not limited to:
    • Leveraging knowledge and information for SAR process to contribute insights to product development process
    • Understanding “hotspot” issues and reporting up to product line team about trends and themes impacting customers
    • Monitoring, assessing, and sharing applicable KPIs by product line
    • Owning NPS data and process; Partnering with Impact and User Research functions to close the loop with customers
  • Drives customer usage and happiness to increase ARR by:
    • Offering guidance, recommendations, and support to improve customer experience
    • Owning the Strategic Account Review process for the product line, evolving the process as the business and product line grows
      • Develops the annual curriculum, working with literacy team peers and other stakeholders
      • Works collaboratively with CS, Research and Measurement, and literacy product team as appropriate to set goals and create resources to empower CSMs to best serve their customers
      • Prepares for, leads, and distributes materials related to the Account Review forum
    • Partnering with Sales, CS, Customer Support as needed escalate, address, and communicate about product issues impacting customers
  • Supports Sales and CS team members, offering strategy and product knowledge for customers.
  • Understanding “hotspot” issues and reporting up to product line team about trends and themes impacting customers
  • Supports a broad range of stakeholders beyond the product team with general product knowledge and direction (includes Slack channel ownership, general resource creation/maintenance).
  • Owning NPS data and process; Partnering with Impact and User Research functions to close the loop with customers
  • Leveraging knowledge and information for SAR process to contribute insights to product development process
  • Works collaboratively with CS, Research and Measurement, and literacy product team as appropriate to set goals and create resources to empower CSMs to best serve their customers
  • Develops the annual curriculum, working with literacy team peers and other stakeholders
  • Managing live commercial products:
    • Drives customer usage and happiness to increase ARR by:
      • Offering guidance, recommendations, and support to improve customer experience
      • Owning the Strategic Account Review process for the product line, evolving the process as the business and product line grows
        • Develops the annual curriculum, working with literacy team peers and other stakeholders
        • Works collaboratively with CS, Research and Measurement, and literacy product team as appropriate to set goals and create resources to empower CSMs to best serve their customers
        • Prepares for, leads, and distributes materials related to the Account Review forum
      • Partnering with Sales, CS, Customer Support as needed escalate, address, and communicate about product issues impacting customers
  • Partnering with Sales, CS, Customer Support as needed escalate, address, and communicate about product issues impacting customers
  • Acts as product line subject matter expert; trains and reviews content for internal teams
  • Represents product line in external contexts as appropriate (e.g., webinars, customer meetings). This include can include, but is not limited to, content development, content delivery, meeting support, strategic guidance, material review as appropriate
  • Champion:
    • Acts as product line subject matter expert; trains and reviews content for internal teams
    • Represents product line in cross-functional forums as appropriate
    • Represents product line in external contexts as appropriate (e.g., webinars, customer meetings). This include can include, but is not limited to, content development, content delivery, meeting support, strategic guidance, material review as appropriate
  • Represents product line in cross-functional forums as appropriate
  • Leads Ready to Serve process(es) for product line, engaging with key stakeholders to ensure that initiative objectives are met
  • Partnering with the Training and Enablement team to ensure effective and accurate session content for internal audiences
  • Drives readiness, builds capacity, and provides ongoing support for key customer-facing functions, including:
    • Partnering with the Professional Learning team to shape engaging, effective, and accurate session content, developing and honing implementation guidance
    • Partnering with the Training and Enablement team to ensure effective and accurate session content for internal audiences
  • Ensures operational readiness to serve customers:
    • Leads Ready to Serve process(es) for product line, engaging with key stakeholders to ensure that initiative objectives are met
    • Partners with product, GTM, and product operations stakeholders to ensure proper line item/business system management for product line as appropriate
    • Acts as a partner to the Marketing function, including product line support for Ready to Sell efforts and ongoing Customer and Product Marketing efforts, ensuring that marketing communications reflect the product line thoughtfully and accurately.
    • Drives readiness, builds capacity, and provides ongoing support for key customer-facing functions, including:
      • Partnering with the Professional Learning team to shape engaging, effective, and accurate session content, developing and honing implementation guidance
      • Partnering with the Training and Enablement team to ensure effective and accurate session content for internal audiences
  • Acts as a partner to the Marketing function, including product line support for Ready to Sell efforts and ongoing Customer and Product Marketing efforts, ensuring that marketing communications reflect the product line thoughtfully and accurately.
  • Partners with product, GTM, and product operations stakeholders to ensure proper line item/business system management for product line as appropriate
  • Partnering with the Professional Learning team to shape engaging, effective, and accurate session content, developing and honing implementation guidance
  • Reviews Proposals for completion and accuracy, escalating to SMEs where appropriate
  • Attends Bid/No-Bid meetings representing product line to address clarifying questions
  • Review incoming Bids/RFPS on behalf of product line to understand whether our products are aligned to the given opportunity; flagging where additional development or stakeholder engagement may be needed prior to response
  • Partners with the Bids team to develop and maintain boilerplate language and is the product line lead for written responses in cases where the boilerplate is insufficient
  • Bids/RFPs:
    • Review incoming Bids/RFPS on behalf of product line to understand whether our products are aligned to the given opportunity; flagging where additional development or stakeholder engagement may be needed prior to response
    • Attends Bid/No-Bid meetings representing product line to address clarifying questions
    • Partners with the Bids team to develop and maintain boilerplate language and is the product line lead for written responses in cases where the boilerplate is insufficient
    • Reviews Proposals for completion and accuracy, escalating to SMEs where appropriate
Basic requirements:
  • Comfort and ability to lead compelling customer-facing meetings and presentations
  • Ability to create and lead a project plan with tasks, owners, deliverables, and due dates
  • Bachelor's Degree or equivalent professional experience
  • Prior experience with the product line is required
  • Proficiency with office software including Google products (docs, sheets) and Microsoft products (Excel, Word)
  • Ability to travel (approx 5%) to Amplify’s New York Office Headquarters for occasional workshops
  • Comfort and ability to work through internal and customer stakeholder conflicts with professionalism
  • K-12 teaching experience is a plus
  • Excellent communication skills and an ability to work productively with a wide range of internal and external stakeholders
    • Comfort and ability to lead compelling customer-facing meetings and presentations
    • Comfort and ability to synthesize information and present to internal stakeholders
    • Comfort and ability to work through internal and customer stakeholder conflicts with professionalism
  • Comfort and ability to synthesize information and present to internal stakeholders
  • 5+ years experience in a customer support, account management, professional development role, classroom teaching or similar experience required with a track record of high quality results
What we offer:
Salary is only one component of the Amplify Total Rewards package, which includes a lucrative 401(k) plan, incentive 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 $110,000 - $115,000. This role is eligible to receive 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 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.