Specialist, Response Management Operations

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.