Systems Lead, Customer Experience

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 15 million students in all 50 states. For more information, visit amplify.com.

Job Description:

The Systems Lead serves as the strategic connector between Customer Experience (CX) sub-teams and the Business Systems & Data organizations. This role drives cross-functional alignment to ensure system enhancements are prioritized, well-defined, and delivered with measurable business impact. The Systems Lead owns the portfolio of systems initiatives within their CX domain and provides day-to-day leadership to a Business Analyst supporting that function.

Essential Responsibilities :

Portfolio Leadership & Prioritization (30%)

• Lead the full portfolio of systems work (projects, enhancements, BAU) for your CX sub-team.

• Partner with CX leadership, Business Systems, and Data to sequence, prioritize and resource work aligned to department goals and enterprise strategy.

• Ensure that roadmap commitments reflect realistic feasibility, capacity, dependencies and business impact.

• Surface early risks and proactively negotiate tradeoffs based on value, complexity and constraints.

• Evaluate and articulate the business value, cost, effort, and ROI of proposed initiatives to support clear prioritization and informed tradeoff decisions.

Requirements, Readiness & Solution Design (30%)

• Own the end-to-end requirements lifecycle, from articulation to validation to signoff.

• Implement and champion standardized requirements frameworks (including clarity of business problem, end-user needs, process maps, workflows, acceptance criteria, and edge cases).

• Facilitate solution discovery, ensuring both business and technical stakeholders share the same mental model.

• Ensure all work meets the jointly defined Readiness Standards before entering a sprint, reducing rework, cycle time and misinterpretation.

• Validate prototypes and early builds, ensuring transparent stage gates and alignment before development proceeds.

• Assess the cost-benefit and operational ROI of proposed solutions and alternatives as part of feasibility and scope discussions.

Stakeholder Alignment & Communication (20%)

• Act as the translator between business needs and technical realities, enabling clear and confident decision-making.

• Synthesize complex information into concise, actionable guidance for cross-functional partners.

• Anticipate misalignment risks early, addressing ambiguities, assumptions and edge cases before they become blockers.

• Create communication plans for project updates, release readiness, rollout timelines, training, and post-launch adoption.

People Leadership & Analyst Management (10%)

• Provide coaching, prioritization, and quality oversight to the Business Systems & Data Analyst assigned to your functional area. Depending on team alignment, you may also directly manage the shared Business Coordinator supporting the CX Systems Leads.

• Build analyst capability in requirements drafting, process mapping, QA, and stakeholder facilitation.

• Provide direction, prioritization, and support to the Business Coordinator (if assigned), ensuring consistent workflows and alignment across all lead domains.

• Model healthy cross-functional engagement and systems thinking.

Systems, Data, and Process Stewardship (10%)

• Develop strong working knowledge of the systems, tools, data models, and operational workflows within your CX domain.

• Partner with Data to ensure reporting, dashboards, and data definitions support operational clarity and business visibility.

• Identify systemic issues, recurring friction points, and opportunities for simplification and automation.

• Ensure changes are documented, trained, and embedded into CX operations.

Within 6–12 months, the Systems Lead will have:

• Reducing rework, shortening cycle time, and minimizing misinterpretation.

• Rebuilt trust across CX and Business Systems, demonstrated through responsiveness, transparency, and healthy collaboration.

• Enabled analysts to execute with confidence, improving throughput and reducing bottlenecks.

• Improved project predictability through readiness standards, better scoping, and earlier feasibility checks.

• Established reliable communication and decision pathways, reducing confusion and fire drills.

• Strengthened the connection between roadmap priorities and strategic business goals.

Minimum Qualifications:

• 5+ years in a systems, product, operations, or project leadership role straddling business and technical teams.

• Demonstrated success in requirements gathering, process mapping, and solution design with technical partners.

• Strong analytical and problem-solving skills; able to synthesize disparate information into decisions.

• Experience leading cross-functional initiatives with multiple stakeholders and competing priorities.

• Strong project management capabilities (clarity of scope, timelines, dependencies, risks).

• Demonstrated ability to assess value, cost, effort and ROI to guide prioritization and investment decisions.

• Excellent communication and facilitation skills—able to translate complexity into clarity.

• Prior experience working with Salesforce, Gainsight, Tableau, or similar systems.

• Track record of building trusting relationships across teams.

Preferred Qualifications:

• Experience in EdTech, K–12 curriculum, or customer experience organizations.

• Experience managing or coaching Business Analysts.

• Formal training in Agile, Human-Centered Design, or requirements engineering.

• Strong familiarity with data visualization and operational reporting needs.

TO BE SUCCESSFUL IN THIS ROLE

You are:

• A connector. You bridge business context with technical depth and make it feel easy.

• A truth-seeker. You clarify assumptions, surface risks early, and eliminate ambiguity.

• A systems thinker. You see relationships, dependencies, and ripple effects across teams.

• A calm facilitator. You can diffuse tension, depersonalize conflict, and guide groups toward shared alignment.

• A rigorous planner. You design predictable processes that others can follow.

• An unflappable operator. You bring steadiness to complexity, chaos, and shifting requirements.

• A builder of trust. You deliver on commitments, close loops, and communicate proactively.

What we offer:
Salary is only one component of the Amplify Total Rewards package, which includes a 401(k) plan, 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 $90,000 - $105,000.00.

Amplify is an Equal Opportunity Employer. Amplify makes employment decisions based on qualifications and merit, and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, veteran status, or any other legally protected characteristic or status.

Amplify is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you have a disability and need an accommodation in connection with the application or hiring process, please email [email protected].

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If you are selected for employment, a background check will be required. As required by state and local laws and district policies, you may be required to provide additional documentation, such as proof of vaccination, or submit to enhanced background screening, such as fingerprinting.

Amplify is an E-Verify participant.