Job Description:

The Insights, Strategy, and Development (ISD) team advances Amplify's professional development strategy by enhancing and expanding Professional Development (PD) resources, developing innovative digital learning and PD offerings, and continuously refining these resources and programs that support successful product implementation and improved student outcomes. Through cross-functional collaboration, this team ensures that Amplify's Customer Experience (CX) and PD offerings remain innovative, impactful, scalable, and strategically aligned to organizational priorities.

The Director of Customer Insights & Knowledge Strategy serves as a highly cross-functional strategic leader responsible for translating customer insights, research findings, pilot learnings, and organizational data into actionable strategies, scalable resources, and compelling narratives that strengthen both internal decision-making and external market positioning.

This role will lead enterprise-level CX insight generation and knowledge development efforts across Professional Development and Customer Success functions. The ideal candidate brings a balance of strategic thinking, operational execution, research expertise, and organizational influence, with the ability to lead through ambiguity, drive alignment across teams, and operationalize evolving strategy through data-informed decision-making. This position plays a critical role in helping Amplify:

• Improve implementation effectiveness
• Scale successful practices
• Enhance customer outcomes
• Strengthen CX KPIs
• Elevate Amplify's position as a leader in educational services and professional learning

Essential Responsibilities:

Strategic Project Leadership & CX Partner Pilot Management

• Lead end-to-end project management of CX partner pilot initiatives from concept through implementation, evaluation, scaling, or transition
• Design project plans with clear milestones, success metrics, stakeholder alignment, and feedback mechanisms
• Evaluate the effectiveness of CX partner pilots and identify strategic opportunities for refinement, scaling, or transition
• Deliver concise, actionable communication to key stakeholders ensuring alignment and informed decision-making at every stage of the project lifecycle
• Lead project modifications based on testing results and stakeholder feedback
• Provide strategic recommendations regarding pilot continuation, operationalization or sunset decisions
• Partner cross-functionally to transition successful CX partner pilot programs to long-term owners with clear documentation and knowledge transfer
• Lead through ambiguity while balancing strategic vision with operational execution

Data Analysis, Research & Insights Development

• Analyze data across CX functions, including surveys, questionnaires, customer feedback, implementation data, and performance metrics
• Identify trends that support CX KPI achievement and organizational decision-making
• Design and refine surveys, questionnaires, and research methodologies to improve insight quality and usability
• Synthesize complex quantitative and qualitative data into actionable recommendations for leaders and stakeholders that support CX KPI achievement
• Track trends and outcomes over time to measure impact and identify continuous improvement opportunities
• Develop organizational research strategies and scalable insight frameworks

Knowledge Management & Internal Communications

• Develop clear, compelling, and visually engaging presentations, reports, memos, and strategic documentation based on CX data analysis
• Communicate findings and recommendations to internal stakeholders, including executive leadership
• Support leadership decision-making through concise, data-informed storytelling and recommendations that drive CX KPI performance
• Prepare project plans with clear feedback mechanisms before finalizing research initiatives
• Maintain organized systems for ongoing knowledge management, documentation, and CX insight sharing

Positioning & Thought Leadership Support

• Translate CX research findings and implementation insights into high-impact narratives and content that support thought leadership efforts both internally and externally
• Partner with Marketing and Public Affairs to ensure research-backed insights inform strategy and strengthen the market positioning of Amplify's offerings across internal and external audiences
• Develop foundational documentation and research-backed content, such as comprehensive case studies, white paper drafts, presentations, etc. for use in strategic customer-facing materials and internal communications
• Prepare and deliver high-level presentations and documentation that showcase organizational impact, implementation success, and CX excellence for key external stakeholders.
• Ensure external-facing content aligns with Amplify branding and organizational priorities

You Are a Good Fit for This Role If You:

• Make Data Matter: You are energized by the process of moving from large quantities of data to clear, actionable insights. You have a knack for cutting through complexity, identifying patterns, drawing out the most important findings, and turning them into clear, usable data that drives real impact.
• Pedagogical & Adult Learning Enthusiast: You are excited to dive into both pedagogy and adult learning principles (andragogy), establishing yourself as a credible leader in instructional practices across content areas. With an initial focus on elevating math instruction, you're willing to dig into the nuances of math, pedagogy, and adult learning to effectively collaborate and position our work with partners.
• Live Out the Amplify PD Brand: You act and orient in ways that are optimistic, inventive, impactful, and thoughtful. You prioritize building relationships; lead with "how might we" vs "we can't", demonstrate impeccable finesse, and consistently seek opportunities to position PD as a leading team within our company and across our field.
• Feel Energized by Working with and Driving Outcomes Through Partnerships: You're excited to work with others to achieve results. You're eager to bring people in, invest them in clear outcomes and expectations, and move toward outcomes - at scale and across diverse internal and external stakeholders.
• Get Things Done: You have a bias toward action and can size up risk and opportunity effectively to move groups and individuals forward - closing loops, driving work forward, influencing and motivating others, with a high bar - while balancing a high bar for quality with forward momentum).
• Lead with Radical Ownership: You take full responsibility for your projects, from concept through execution. You own the design process, challenges, and successes, and lead your team with accountability and dedication.
• Communicate Clearly & Effectively: You excel at communication, providing clear, compelling updates, anticipating your audience's needs, and communicating with finesse. You ensure that information is effectively shared across all levels and departments. Your speaking and writing is crisp and balanced.

Minimum Qualifications:

• Bachelor's Degree or equivalent related work experience
• 5-7 years of experience in research, analytics, strategy, customer insights, education, or related fields
• Experience leading complex cross-functional projects in education settings, from concept through implementation
• Strong experience in survey design, data analysis, research methodologies, and insight development
• Expertise in executive-level communication, presentation design, and stakeholder engagement
• Experience developing both internal and external strategic communications and reports
• Demonstrated success developing organizational research strategy and impact frameworks
• Strong project management and organizational leadership skills
• Experience presenting to executive leadership and board-level audiences
• Exceptional verbal, written, and presentation communication skills
• Demonstrated ability to influence and collaborate effectively with senior leaders and cross-functional stakeholders
• Ability to travel nationally (not expected to exceed ~20% annually)

Preferred Qualifications:

• Master's degree or advanced degree in education, analytics, research, organizational strategy, social sciences, or related field
• Experience in K-12 education, educational technology, publishing, district leadership, or professional learning environments
• Experience supporting organizational thought leadership, market positioning, or external stakeholder engagement
• Experience translating research findings into scalable organizational strategy and customer-facing insights