A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our captivating 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 turn data into practical instructional support to help students at every skill level build a strong foundation in early reading and math. Our programs provide teachers with powerful tools that help them understand and respond to the needs of all their students. Today, Amplify serves over eleven million students in all 50 states.
The Service Cloud and Communities Product Owner will serve as a liaison between business units, technology, and support teams to facilitate product development. This role directly interfaces with engineering, QA and operations experts to represent the voice of the Customer Services and Support (CC&S) teams and is responsible for defining, documenting and clearly articulating requirements to the delivery team.
Amplify requires all staff to provide proof of vaccination for in-person meetings unless an approved exemption is provided.
Responsibilities:

• Partner with the CC&S business leads on the creation of functional specifications in collaboration with product management and engineering teams.
• Communicate effectively to manage product development and delivery within the Scrum team.
• Manage small projects that align to products and needs of the CC&S organizations.
• Prioritize and refine backlog and partner with engineering to design and build the product.
• Create IT requirements to drive changes and enhancements in user story format.
• Establish and monitor performance metrics, providing related reporting to product management and executives to communicate project status.
• Act as subject matter expert for Service cloud and Customer portal related applications and best practices, including, IVR, Chat, Communities, and related systems
• Conduct research and respond to questions in regards to system functionality. This function will support new development initiatives as well as bug fixes and system patches.
• Solidify requirements by analyzing documentation, hosting interviews and conducting research.
• Work with engineering to work within, refine and improve agile process
• Support, create, and sponsor projects related to improvements/enhancements in area of ownership (both technical and business related). This includes the creation of business requirements and user stories.
• Assist with and conduct user acceptance testing.
• Resolve production issues raised by product support teams.

Basic Requirements:

• Minimum of 3 years working with Salesforce Service Cloud
• Experience working on or with customer support teams
• Bachelor's degree, in information services, information technology, computer science, business or related area
• Minimum of 1 years of recent experience as a business analyst / product owner managing a SaaS application
• Experience working in Agile development environments
• Strong written and verbal communication skills to interact with a wide audience: IT, development, product management, operations, account support, vendors/partners, customers and management

Preferred Skills & Experience:

• Previous Management of related CRM applications IVR, and Communities Customer insight and ecommerce systems
• Experience in working in the education industry
• Business analysis or project management experience
• Experience with data visualization tools like Tableau or Looker
• Ability to contribute effectively within a fast paced, fluid environment
• Critical thinker with strong analytical and problem solving skills
• Ability to learn and adapt quickly in a dynamic environment
• Excellent communicator with strong stakeholder management skills
• Capable of working with a mix of in person, remote and offshore team members
• Ability to work across several lines of business to achieve long term organizational goals

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.