Vice President, Customer Experience - Physical Fulfillment and Operations

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 Vice President, Customer Experience - Physical Fulfillment and Operations will be responsible for ensuring a seamless and positive customer experience throughout the fulfillment and operations process. This includes monitoring trends in customer escalations, monitoring order fulfillment, resolving issues, and improving overall customer satisfaction. The ideal candidate for this role has a strong operational background combined with customer experience-related business acumen. This role will drive cross-functional collaboration and influence key partners across the organization, focusing on the user experience in physical fulfillment.
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:

• Develop and lead all aspects of the implementation of an order management customer journey that aligns with the broader customer experience from purchase through renewal.
• Lead key account materials fulfillment and logistics on behalf of the customer, working with internal and external partners to ensure timely and satisfactory delivery and balancing the needs of key account and other orders in low stock or other "non happy path" conditions.
• Collaborate with cross-functional teams, including warehouse operations, inventory management, and logistics, to ensure that the process is aligned with customer needs and expectations. Work to develop contingency plans play-books for shortfalls in stock, capacity, or other likely delivery failures.
• Identify areas for process improvement and implement changes to optimize the physical fulfillment process and improve customer experience.
• Find opportunities to streamline and improve the order management process, including the implementation of new technologies or process improvements.
• Continuously monitor customer satisfaction and other metrics such as OTIF as it relates to physical fulfillment and proactively address any issues or concerns
• Develop and maintain positive relationships with customers and internal partners
• Work closely with the Customer Success, Sales, E&L, and Customer Support teams to ensure alignment on customer needs and expectations and to address issues promptly
• Lead all aspects of the external communications needs for materials fulfillment throughout the back-to-school season and beyond

Basic Qualifications:

• Bachelor's degree in business, operations, or related field
• 10+ years of experience in customer experience, operations, and order management
• Strong communication and interpersonal skills
• Proven ability to manage multiple priorities and projects simultaneously
• Experience working with cross-functional teams to get results
• Detail-oriented with strong analytical and problem-solving skills
• Proficient in Microsoft Office, particularly Excel and PowerPoint
• Familiarity with CRM, Netsuite, or other order management systems

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 $175,000- $220,000. 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.