Customer Experience, Operations Manager

$80,000 - $90,000/Yr

Success Academy - New York, NY

Full-time - Mid Level

New York, NY

51-100 employees

Educational Services

About the position

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 53 schools in NYC a fair shot at reaching his or her potential. As the fastest growing, highest-performing charter school network in New York State, Success Academy has reimagined public education. Nationally recognized for achieving outstanding academic results for students from all backgrounds and zip codes, we have created an innovative K-12 school model that is preparing current and future generations of children with the subject mastery and skills to succeed in college and life. We now need a results-driven CX Operations Manager to join our community and customer experience team. Reporting to the Executive, Customer Experience the CX Operations Manager will be a results-oriented professional dedicated to delivering exceptional customer service. Utilizing their strong organizational and project management skills along with their extensive content knowledge of our schools, the Senior Specialist will focus on special projects across the CX function. These projects will support touchpoints and interactions that the Success Academy customer has with our product or service to ensure a positive and seamless experience.

Responsibilities

• Participate in the collaborative definition of the vision for new or improved experiences
• Help drive and improve CX operational processes & strategies (including workflow, cost metrics, etc.) and maintain the function's budget
• Ensure operating processes are efficient, repeatable, and scalable as the function grows
• Build tools to empower and bridge disciplines in partnership with Product/Concept Owner(s), Designers, and Researchers
• Partner with Human Resources and Team Leads to ensure a clear definition of necessary capabilities within the function; support the execution of hiring plans and headcount strategies, ensuring alignment with overall business strategy
• Oversee stakeholder relationships, manage regular cadence meetings, facilitate problem-solving within teams, and ensure compliance with governance approval processes
• Source and maintain access to critical technological tools, ensuring they met the needs of the CX function

Requirements

• Bachelor's degree in Business Administration, Project Management, Operations Management, or related field
• 5+ years of professional experience and proven success in an operations management and/or project management role within a customer experience (CX) or design function
• Experience with managing budgets, and managing multiple stakeholders with many moving parts
• Experience in sourcing and managing tools such as Miro, Figma, and other related software
• Strong project and program management skill, with a track record of successful project delivery
• Strong understanding of / experience with CX, UX and UI design; Ability to collaborate and co-create with people from a variety of disciplines
• Excellent interpersonal, written and verbal communications skills
• Proficiency with Microsoft Office Suite

Benefits

• Competitive compensation
• Full benefits program
• Opportunities for professional growth