Job Description 

The mission of Success Academy is to reimagine public education.  From the classroom to the halls of government, this means finding profoundly different approaches to how we structure, implement and support schooling.  We reconceive every aspect of school design, from writing rigorous new curricula to drawing regularly on the advances in technology and business that are transforming every sector except education.  

Over the past decade, Success Academy has grown faster than any charter network in the nation, building a vibrant network of 47 elementary, middle, and high schools.  Our ~20,000 children – mostly poor and minority – are out-performing students at the top city and suburban schools across New York State.  Our goals for our second decade are even more ambitious:  to grow to 100 schools and to educate 50,000 children across New York City in a uniquely holistic pre-K–12 system, bringing transformational change here and across the country.  At 100 schools, we will graduate 3,000 scholars each year who are prepared to enter, persist and graduate from college and eventually to lead in business, government, and civic realms.     

In support of these goals, Success Academy has formed a network-based Family Engagement capability to attain three objectives: (1) design a clear scope and sequence of a K-12 experience journey for our families; (2) optimize and scale how we recruit prospective families and increase the yield of those who accept, enroll in, and attend our schools; and (3) provide the supplementary support families need in order for us to provide them with the best education possible. We believe that this requires us to continuously and consistently delight, inform, and invest parents beginning with their very first interaction, establishing Success Academy as the premier choice for families with children entering Kindergarten and throughout their educational journey. 

Success Academy seeks a Family Care Team Lead to join this Family Engagement Team. Reporting directly to the K-12 Experience Lead and working closely with a broad base of constituents at both the Network and School levels, the Family Care Team Lead will oversee our customer service-related efforts at Success Academy, identifying our families’ needs and building out solutions that address them.

Specifically, the Family Care Team Lead will:

• Manage a two-person team responsible for addressing inquiries and complaints from prospective, applying, and enrolled families at Success Academy

• Support the K-12 Experience Lead in building and maintaining a scalable service support center to intake and process Success Academy families’  issues related to their school experience

• Manage an outsourced call center that assists in supporting families 

• Standardize training and development of customer care practices for families across the enterprise, ensuring quality and brand standards are met

• Partner with a Data Analyst and others to measure the impact of our customer service programs and initiatives, and present the findings to senior stakeholders

• Collaborate cross-functionally to identify opportunities to improve service delivery throughout the family user journey, and propose solutions to implement

• Lead cross-functional initiatives to develop, execute, and evaluate programs in support of scholar retention goals

• Stay current on customer service trends both within and outside the education industry, and employ this knowledge to inform work output

• Oversee and manage an annual budget in support of family care activities

Requirements:

• Bachelor’s degree in communications, marketing, business or related field; graduate or equivalent degree preferred

• 5+ years of operational and leadership experience in customer service design and delivery 

• 3+ years of demonstrated experience managing high-performing teams that delivered measurable results

Traits:

• Strong organizational, leadership, and people management skills

• Meticulous attention to detail

• Excellent written and verbal communication skills, with a seasoned presentation style

• Data-oriented approach to business problem-solving

• Ability to self-direct with little oversight

• Capable of performing despite uncertainty

• Is committed to our dual mission of disrupting public education to provide greater access to high-quality education.