Executive Director, Strategic and Support Services
Employee
TELECOMMUTE – US National
02/16/24
The full Job description is on the original job post.
Executive Director, Strategic & Support Services
locations
Remote – United States
time type
Full time
job requisition id
Req_10906
A pioneer in K12 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, visitamplify.com.
The Executive Director of Strategic & Support Services will be responsible for overseeing and optimizing all aspects of our customer support operations. This leadership role requires strategic thinking, exceptional management skills, and a customer-centric approach to ensure that our clients receive outstanding support and service.
This role will own the success for our Strategic and Support Services teams. The Executive Director will focus on building and growing successful teams with a strong focus on complex issue resolution and a deep technological background. The ideal candidate is an effective leader whose teams are inspired by creating extraordinary experiences for our customers.
“Amplifys COVID-19 vaccination policy requires all staff to provide proof of vaccination for in-person meetings unless an approved exemption is provided.”
Responsibilities of the Executive Director of Strategic & Support Services :
Develop and execute a strategic roadmap for the Strategic & Support Services department aligned with the customer experience objectives and overall Amplify enterprise goals.
Provide visionary leadership to the Strategic & Support Services teams, setting clear goals and fostering a culture of excellence, collaboration, and exceptional customer service.
Recruit, mentor, and lead a skilled Strategic & Support Services team.
Refine training programs to continuously develop the team’s technical skills and knowledge.
Foster an environment that encourages innovation and problem-solving.
Define and monitor KPIs to measure the efficiency and effectiveness of Strategic & Support Services operations.
Implement and refine processes to optimize issue resolution and enhance customer satisfaction.
Identify and address operational bottlenecks to improve service delivery and issue resolution.
Champion and lead initiatives aimed at improving the overall customer experience with Strategic & Support Services.
Gather and analyze customer and cross-functional team feedback to identify areas for improvement and implement necessary changes.
Act as a triage point for basic technical issues, ensuring timely and effective resolutions or efficient handoffs to the proper resolution team.
Liase with Amplify senior leadership on strategic account issues, identifying areas for improved service operations in partnership with Sales, Customer Success, and other key departments.
Evaluate and implement advanced technical support tools and systems to streamline operations.
Partner with Business Systems to manage team reporting and dashboards for executive review.
Utilize data a…
K-12 , Education & Training , Account Management
Click here to apply! https://amplify.wd1.myworkdayjobs.com/en-US/Amplify_Careers/job/Executive-Director–Strategic—Support-Services_Req_10906