Director, Order Fulfillment

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 Director of Order Fulfillment is responsible for post-sale implementation of physical material order fulfillment for all products and levels of end users. Typically, our customers are school districts, which may include up to hundreds of individual schools and tens of thousands of teacher and student users. This role ensures that all physical material orders are processed accurately and delivered on time so that Amplify customers receive all products and services purchased and all customer needs are met.
In addition to the day-to-day management and processing of orders, the Director of Order.
Fulfillment is expected to make recommendations to and support the Executive Director of Order Fulfillment in the execution of customer order prioritization to ensure the systems and processes in place for order fulfillment are successful. Especially during peak seasons, the Director of Order Fulfillment will act as a primary point of contact for any issues or developments with customer orders, spearhead problem resolution and crisis response, and raise concerns early and proactively to Amplify leadership when necessary to find solutions.
Responsibilities:

• This position oversees the management of order fulfillment team members and directs activities so that approved products are shipped on time, meeting quality standards and meeting cost objectives toward growth.
• Lead, coach and mentor a team of employees ensuring performance objectives are met and building positive employee relationships that deliver quality results.
• Train and develop managers to grow internal talent pools and create succession pipelines.
• Focus on long-term strategy as well as the operating details to ensure urgent tactical issues are closed and the teams are taking steps to head off risks and issues.
• Responsible for planning, organizing, and overseeing daily operations activity and department operating processes while maintaining department productivity and quality goals.
• Communicate clear goals, expectations and standards including varying levels of communication for direct reports, indirect reports, support teams and cross-functional teams.

Order Processing:

• Supervises and monitors the team's daily workflow and delivery of high quality service to customers by ensuring all kit cases are processed accurately to facilitate timely delivery during peak and non-peak seasons
• Ensure adequate information sharing between key stakeholders including Sales and Customer Support as well as internal supply chain stakeholders (e.g. Planning and Vendor Management)
• Run the Order Fulfillment and Order Exception case queue by distributing workload across the Order Fulfillment team members
• Proactively identify and resolve raised issues or complex requests from internal and external customers by providing timely follow-up and guidance to the team
• Perform Order Fulfillment duties as needed such as processing kit cases, and sending to vendor for fulfillment and continue to be the liaison for Amplify internal employees and the vendor
• Act as the primary point of contact for any issues or developments with customer orders, spearhead problem resolution and crisis response, and raise concerns early and proactively to Amplify leadership when necessary to find solutions

Leadership:

• Consistently demonstrate customer service excellence and standard methodologies by acting as an Order Fulfillment spokesperson in meetings and workshops as needed
• Build and lead the Order Fulfillment team through recruitment, training, staffing and retention; provide Order Fulfillment training for all new hires
• Decide individual annual professional development plans with skills plans and performance targets
• Regularly review progress, feedback and monitor KPIs with direct reports
• Document and update best practices to share with senior leadership

Basic Qualifications:

• BA/BS degree
• 10+ years of relevant fulfillment experience in supply chain planning, inventory management, and/ or manufacturing experience
• 5+ years of leadership experience
• Experience with Salesforce, Netsuite and Google Suite
• Analytical, strategic and creative problem solving skills
• Sophisticated proficiency with Excel and Google Sheets

Preferred Qualifications:

• Highly motivated, as well as the validated ability to create and develop a highly-motivated, success oriented team
• Ability to think strategically and handle multiple contending priorities
• Demonstrated ability to lead others in a high volume, fast-paced environment with vision in leading staff groups and major projects or initiatives.
• Experience in the field of education, school / district leadership, educational publishing / technology

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 $120,000 - $130,000. 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.