Specialist, Response Management Operations

Thanks for your interest in Success Academy! Running the largest, fastest-growing, and highest-performing network of public charter schools in New York City takes a village - families, children, teachers, staff and faculty, advocates, and supporters alike. We would love to welcome you to our community! We work tirelessly every day to ensure each child in NYC has access to a fun, rigorous, whole-child education regardless of zip code or economic status. When you join SA, you play a part in giving every student who walks through the doors of one of our 59 schools in NYC a fair shot at reaching his or her potential.

Since 2006, Success Academy has transformed lives and communities with our whole-child, academically rigorous approach and relentless drive for excellence across our vibrant network of elementary, middle, and high schools. We are the fastest-growing and highest-performing charter school network in New York State, with a mission to reimagine public education as an excellent, efficient, and equitable pillar of American society. 

To do so, we re-conceive every facet of school design, from writing rigorous new curricula to implementing advances in technology and business that education would normally be excluded from. As a result, our 20,000+ scholars outperform students at top schools across New York State. A key driver of our ambitious mission is the Network Schooling Department. In Schooling, we reimagine and rapidly scale schooling excellence to achieve extraordinary K-12 school quality. Doing so requires us to never settle, constantly re-examining and transforming “what we do” and “how we do the work.” As part of Success Academy’s Schooling Team, you will lead high-stakes efforts to shape the systems that deliver consistent, world-class support to educators and scholars as we grow our movement to transform K-12 education across the nation.

We are seeking a Specialist, Response Management Operations to join Success Academy and our Schooling Department, to own centralized workflows that ensure timely educator support, inform service strategy, and resolve cross-functional issues. This position is designed for an operational expert with a strong customer orientation and sharp analytical instincts. 

Key Responsibilities

• Manage and respond to educator-submitted tickets in the centralized support system with a strong customer service orientation, ensuring timely, empathetic, and accurate resolutions that foster trust and satisfaction.

• Serve as a project manager for high-priority or complex issues by coordinating cross-functional efforts, establishing timelines, and ensuring timely resolution.

• Collaborate with cross-functional teams—including content, technology, and operations—to diagnose and resolve content delivery and assessment issues, serving as a liaison who communicates educator needs and feedback.

• Track and report on ticket trends to inform strategic response planning, continuous workflow improvements, and the prioritization of high-impact initiatives.

• Contribute to the development and refinement of support workflows and manage dashboards that track key performance indicators such as response time, resolution rates, and educator satisfaction.

Qualifications

• 2+ years of experience managing complex projects with multiple stakeholders

• Proven track record of advancing projects through clear prioritization, structured workflows, and tools such as Google Workspace, Microsoft Office, and Monday.com.

• Demonstrated success using ServiceNow or similar ticketing systems to streamline workflows and resolve issues efficiently

• Highly analytical thinker with a knack for uncovering insights and using data to drive decisions.

• Exceptionally organized and detail-oriented in fast-paced, high-volume environments.

• Effective cross-functional collaborator and stakeholder communicator.

• Excellent written and verbal communication skills, with a strong customer-first mindset.

• Quick to learn new tools and processes; comfortable navigating ambiguity and simplifying complexity.

Success Academy Charter Schools is an equal opportunity employer and actively encourages applications from people of all backgrounds. Compensation is competitive and commensurate with experience. Success Academy offers a full benefits program and opportunities for professional growth.

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We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We actively seek applications from people of all backgrounds to strengthen our community and the perspectives needed to flourish in a multicultural world. Success Academy offers a full benefits program and opportunities for professional growth. Learn more about our philosophy, benefits, and team at our Working Here page.

Success Academy Charter Schools does not offer employment-based immigration sponsorship.