Team Lead, Technical Onboarding Team

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 Technical Onboarding Team Lead will directly work with Technical Onboarding Specialists on enrollment and licensing across product lines. The lead will assist the manager in oversight of day to day Technical Onboarding work and ensure the team has what they need to succeed to accurately set up and license customers. This lead will assist the manager in implementing and driving the process and procedure. The lead will provide the manager with reporting data, escalation items, and context for urgent incidents with Technical Onboarding.
The ideal candidate will possess keen attention to detail in a fast paced environment and an ability to make quick decisions in order to assist the manager of the team. This candidate should possess superb communication skills, and strong relationship building skills with customers, and multi-functional teams.
The team lead will be responsible to effectively implement and complete all processes crafted for the portion of the Technical Onboarding team they oversee. The ideal candidate understands sophisticated databases, concepts, client /server architectures, and browser/client specific compatibility issues.
"Amplify's 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 Technical Onboarding Team Lead:

• Assist the manager with ensuring process and procedure are followed by Technical Onboarding Specialists
• Be responsible for technical and non-technical processes related to Technical Onboarding functions for Amplify products
• Work with team to call out urgent technical and conceptual challenges to Tier 3, Product, Engineering and Development teams
• Use data and dashboards to track, handle and measure workload and performance
• Assist manager in response to technical and non technical critical issues from internal partners and customers
• Assist manager in bringing up/de-escalating time sensitive and business critical issues originating from customers, employees and internal partners
• Ability to understand technical needs of customers and be able to articulate that across different groups
• Provide critical context and updates to management around incidents or delays that impact broader initiatives to be communicated internally to other partners
• Provide data-driven recommendations for systems and processes improvements
• Provide data from reports and dashboards to manager for review
• Identifying trends in data and provide thoughtful, useful solutions to management for review and final approval
• Ensure SLAs are met by understanding key performance metrics and communicate upward on drivers
• Prioritize tasks and meet deadlines in fast paced environment
• Maintain a working knowledge of all our enrollment, licensing, and product systems

Basic Qualifications:

• Associate's degree or 1+ Year Experience in Customer Service Role
• Experience effectively collaborating with a team to complete work within a deadline
• Experience organizing and tracking progress of projects
• Experience supporting a manager or management team as an intermediary between frontline workers and leadership
• Experience with JIRA and Salesforce

Preferred Qualifications:

• Working knowledge of Amplify Admin, Preamp, VAMP, Popeye, Keycloak, and other front end data/content management systems for Amplify products
• Working knowledge of our data share systems like Classlink, Clever, SSE, and GG4L
• Education industry or classroom experience
• Familiarity with Google Suite tools
• Proficiency with Microsoft Excel
• Previous access database tool experience

Job posting salary range for grade 3: $60,000 - $70,000.
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.