Executive Director, Program Management, Customer Experience

Amplify

. Formulate and execute the PMO and Program Management vision for Customer Experience .

Posted 11/4/2026full-timeRemote • United StatesLead💰 $150,000 - $175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Program Management, Agile, Lean, and PMP methodologies, with a strong focus on executive communication and cross-functional collaboration. Proven ability to lead complex initiatives, manage diverse teams, and drive data-informed decision-making.

Highest-signal resume keywords

Program ManagementAgile MethodologiesPMP CertificationExecutive CommunicationCross-Functional Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ManagementProject ManagementPortfolio ManagementAgile MethodologiesLean MethodologiesWaterfall MethodologiesChange ManagementKPI TrackingOperational Risk MitigationData Analysis

Soft Skills

FacilitationDecision FramingCollaborationAttention to DetailCommunication

Tools & Technologies

SmartsheetJiraAsanaSalesforceGainsight

Certifications & Qualifications

PMPLean Six SigmaAgile CSM

Industry Keywords

Customer ExperienceEdTechK–12 EducationDigital ProductionContent Development

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Formulate and execute the PMO and Program Management vision for Customer Experience
Establish scalable delivery frameworks, governance standards, and operational risk-mitigation strategies across CX initiatives
Serve as escalation backstop for ownership and scope
Champion executive-level alignment across Product, Engineering, Operations, Finance, Sales, and Customer Support
Maintain a centralized roadmap of program priorities and portfolio health
Ensure program management standards are adopted, embedded, measured, and continuously improved
Serve as enterprise authority on Agile, Lean, and PMP methodologies
Oversee high-visibility, business-critical initiatives and occasionally run C-suite projects
Drive portfolio readiness and quality metrics and diagnose systemic execution bottlenecks
Oversee program-level change management, executive communications, risk escalation, and operational enablement
Lead decision-oriented governance and working sessions
Establish meeting norms, communication cadences, feedback mechanisms, and stakeholder buy-in
Ensure plans, decisions, rationale, owners, dependencies, risks, handoffs, templates, and next steps are documented and findable
Define, track, and report program delivery metrics, KPIs, and operational SLAs
Partner with CX Data, Systems, and Operations teams to build dashboarding solutions
Drive data-informed decisions on program impact, resource allocation, and process improvement
Lead, recruit, and coach Associate Directors and indirect program management teams
Establish performance standards, career pathways, and accountability
Build a scalable organizational structure with clear operating rhythms and role clarity
Model inclusive, collaborative leadership across distributed teams

Requirements

What you’ll need

Bachelor’s Degree or equivalent experience
8+ years of program, project, or portfolio management experience in a complex, fast-paced environment
7+ years of direct people management experience, including managing people managers or Associate Director-level leaders
Advanced knowledge of Agile, Waterfall, and Lean methodologies
Experience with enterprise portfolio tooling such as Smartsheet, Jira, or Asana
Experience leading enterprise-wide cross-functional initiatives involving Product, Engineering, Finance, Operations, and Sales
Ability to manage multiple complex initiatives simultaneously, maintain attention to high-volume details, reprioritize when conditions change, and communicate emerging risks with a recovery plan
Strength in executive communication, facilitation, decision framing, and concise written documentation
PMP, Lean Six Sigma, Agile CSM, or equivalent project management certification
Master’s Degree or MBA preferred
Experience in EdTech, K–12 education, digital production, or content development ecosystems preferred
Experience managing large-scale contractor or field-service hiring, onboarding, or scheduling operations preferred
Experience integrating project management workflows with CRM and enterprise platforms such as Salesforce or Gainsight preferred
Must be legally authorized to work in the United States
Background check required if selected for employment
May be required to provide additional documentation, proof of vaccination, or submit to enhanced background screening

Benefits

Comp & perks

Equity
Bonus
401(k) plan
Competitive health insurance
Mental health options
Basic life insurance
Paid time off
Parental leave
Access to best-in-class development programs
Remote work arrangement