Customer Happiness Manager

Customer Experience & Community Director

Our community of more than 9,000 families is deeply passionate about the future of education. Nurturing this community is a vital and meaningful task. The core keyword for this position is "relationship." Beyond simply providing standard customer support, we want to build genuine, long-term relationships with our families so their parenting journey grows alongside NORY.

Additionally, this position will directly influence the quality of our programs by actively collecting and interpreting family feedback. This is an entrepreneurial, proactive role designed for a leader who wants to make a massive impact on our community and our team.

Position Details:

• Compensation: $70,000 $87,000 annual salary
• Location: New York, NY
• Employment Type: Full-Time

Key Responsibilities

• Relationship & Support Management: Communicate with families via phone, email, and chat to resolve inquiries, deliver exceptional support, and foster lasting brand loyalty.
• Team Leadership: Recruit, train, mentor, and manage an additional customer support team member to effectively delegate daily operational tasks.
• Community Engagement: Nurture the NORY family community through creative, proactive engagement initiatives that extend beyond regular support (e.g., tailored newsletters, family outreach).
• Administrative Oversight: Oversee customer-related administrative duties, including data entry, operational reporting, and assisting with student programming and scheduling.
• Special Projects & Growth: Lead strategic initiatives such as partnership development, community events, enrollment optimization, and cross-functional process improvements.

Qualifications

• 5+ years of experience in customer success, customer support, account management, or marketing.
• Relationship-Driven: Exceptional empathy and communication skills, with a proven track record of building long-term community relationships.
• Strategic Problem-Solver: Highly proactive in transforming customer insights into operational improvements, with a solution-oriented mindset.
• High-Agency Leader: Purposeful, results-driven, and highly accountable to deadlines and commitments.
• Growth Mindset: Deeply receptive to feedback, continuously learning, and dedicated to working as a collaborative team player.
• Market Insight (Plus): Extensive experience navigating or working within the NYC parenting or education market is highly preferred.

Live Our Vision: Our 'Ways of Being'

We look for leaders who don't just match a skill set, but who deeply resonate with our core culture. At NORY, our daily decisions are guided by our 'Ways of Being':

• Purpose-Driven: We are intentional in our actions, always leading with "why" to cultivate intrinsic motivation.
• Solution-Oriented: We challenge ourselves to figure out how to make something work before questioning if it is possible.
• Data-Informed: Our strategic choices and assessments are grounded in logic and empirical data.
• Accountable: We practice personal discipline and take full ownership of our outcomes.
• Growth-Minded: We actively seek out feedback and embrace diverse perspectives to continually evolve.
• Root-Cause Solvers: We reject superficial fixes, choosing instead to analyze and solve problems with sustainable, scalable solutions.
• Unifiers: We foster a loving, collaborative team culture rooted in genuine empathy and compassion.

Explore our full 'Ways of Being' ethos at

Benefits & Perks

• Comprehensive Health, Dental, and Vision benefits.
• 401(k) plan eligibility available for staff after 12 months of service.
• Generous Paid Time Off (PTO) program.
• Paid holidays.

How to Apply

To apply, please email your application directly to View email address on click.appcast.io with the subject line: "Customer Happiness Manager - [Your Name]." Please include:

1. Your updated resume.
2. A response to the following prompt: Describe the specific skills and unique experiences you bring that align with the requirements of this position and would contribute to your success in the role.

Equal Opportunity Employer NORY, Inc. is a proud equal opportunity employer and values diversity. We encourage applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other category protected by law.