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Director, Partner Success Operations
Amplify
Brooklyn, NY, United States
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Amplify builds innovative and compelling digital educational products that empower teachers and students across the country. We have a long history as the leading innovator in K-12 education - and have been described as the best tech company in education and the best education company in tech. While others try to shrink the learning experience into the technology, we use technology to expand what is possible in real classrooms with real students and teachers.
Amplify works with educators across the country - and about 2 million students. Although we’re a technology company, we don’t believe that our work is over the moment a teacher has a new software license. Instead, it’s just beginning - we work side-by-side with educators and school leaders, fitting our products into the lived reality of classrooms and schools.
We care deeply about making products that have actual impact in schools. Our Partner Success team ensures this happens from the moment a teacher, school, or district chooses to use one of our tools. Comprised of trainers, coaches, account managers, implementation, technical and pedagogical support, Partner Success is tasked with turning great tools into student impact, customer renewal and expansion.
The Director, Partner Success Operations will be charged with taking a strong foundation and pushing it to the next level. This critical role will be responsible for:
• Tracking ~$20M budget, identifying risks and tradeoffs, making recommendations, and translating financial information to managers of large field teams
• Partnering with senior leaders to design and roll out structure and process for post-sales implementation support that meet the needs of Amplify’s rapidly scaling business
• Reviewing and improving our customer engagement model - from launching a customer pilot to scheduling a training session
• Collaborating with colleagues in Sales, Marketing, and Finance to ensure clarity and effectiveness at key cross-functional touchpoints.
To do this well, we think the Director, Partner Success Operations needs to:
• Invest in building authentic relationships with a national, remote team - as well as colleagues from wide-ranging disciplines: literacy research, engineering, UX design
• Learn fast and get in the weeds - with a voracious appetite for detail and an outstanding capacity for synthesis, you can weave in and out of many projects without missing a beat
• Drive process and structure change effectively - combining fearless resolve and tight project management with nuanced attention to the human side of change
• Apply business acumen , operational precision, organizational awareness, and an improvement mindset to continually assess existing processes
• Understand competitive landscape to inform development of attractive and cost effective delivery models
• Solve problems from the perspective of users and customers, not our internal process
• “Roll up sleeves” - pitch in as needed to problem solve at strategic and transactional levels including work such as re-configuring the schedule or correcting spreadsheet formulas
• Professionally broker resolutions with honesty and integrity in the face of conflict or disagreement
• Have executive presence to influence and collaborate with senior level staff internally, in districts and in state education agencies.
• Impact oriented, big thinking, and pragmatic - you wake up every day to work on digital transformation, child development, and equity; you know some of the work to get there won’t be glamorous
Our Director will have most of these qualifications:
• You’re results-driven and have operational savvy - you may have managed complex operations or overseen a P&L
• You’ve worked directly with C-level executives - you have the presence, competence, and finesse to win trust from busy, capable and demanding managers
• You have a broad-based “user friendly” business background - able to effectively argue whether to capitalize or expense with a CFO, or draw a cartoon to explain the difference to a non-finance colleague
• You have experience in customer service and customer support - you’ve been on the frontlines, having achieved tangible results through establishing meaningful partnerships with customers
Work at Amplify is fast-moving, demanding and - we believe - deeply meaningful. We expect a lot of commitment, talent, grit, and optimism. In return, Amplifiers get:
• Competitive compensation
• Comprehensive benefits including 401k
• Unlimited Paid Time Off
• Awesome office space in DUMBO
• To collaborate with amazing colleagues who - together, will work on building a company that reshapes how students learn and teachers teach
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.