Customer Experience & Automation Manager

Healthy Kids Programs; City of Poughkeepsie (NY); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Employer-Paid Childcare

Medical Insurance

Vision Insurance

Dental Insurance

AFLAC Plans

401(k) Plan

Paid Holidays & PTO

Sick Time Off

On-Demand Pay

Career Development

Job summary

Healthy Kids Programs is seeking a Customer Experience & Automation Manager to support families through the enrollment process while helping us improve and streamline the systems behind it. This role combines customer service, family enrollment, technology, and process improvement.

You'll be a primary point of contact for prospective families, helping them navigate registration, enrollment, and childcare assistance programs.

Qualifications

• Experience in customer service, administrative support, registration, enrollment, or another client-facing operations role.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Comfortable learning and using digital systems and technology platforms.
• Effective time management and ability to manage multiple priorities.
• Team-oriented mindset with flexibility and adaptability.
• High school diploma or equivalent.

Responsibilities

• Serve as a primary contact for families through phone and email.
• Guide families through registration, enrollment, and required documentation.
• Process registrations including billing, scheduling, and account setup.
• Follow up with prospective families to complete enrollment.
• Develop expertise in childcare subsidy and tuition assistance.
• Track subsidy-related progress and communicate next steps.
• Collaborate with Marketing, Finance, and Operations to support enrollment growth.

Skills

Customer service

Communication skills

Attention to detail

Tech-savvy

Time management

Teamwork

Education

High school diploma or equivalent

Tools

CRM systems

Workflow tools

Process automation platforms

AI tools

Job description

Description

Position Details

Schedule: Full-time, Monday–Friday

Pay: $24–$26/hour, depending on experience

Location: Healthy Kids Programs, 2 Summit Court, Fishkill, NY 12524

Benefits & Perks

• Employer-Paid Childcare for children enrolled in our program on the days you work with us
• Medical, Vision, and Dental Insurance
• AFLAC Supplemental Plans
• 401(k) for eligible employees
• Paid Holidays, Paid Time Off (PTO), and Paid Sick Time Off
• On-Demand Pay
• Career development and growth opportunities

About The Role

Healthy Kids Programs is seeking a Customer Experience & Automation Manager to support families through the enrollment process while helping us improve and streamline the systems behind it.

This role combines customer service, family enrollment, technology, and process improvement. You'll be a primary point of contact for prospective families, helping them navigate registration, enrollment, and childcare assistance programs. At the same time, you'll identify opportunities to simplify processes, automate repetitive tasks, improve communications, and make our systems work better.

We're looking for someone who enjoys working with people and improving the way things get done. You should be comfortable learning new technology, paying attention to details, and looking for practical solutions to everyday challenges.

Experience with childcare subsidy programs, CRM systems, automation, or AI tools is helpful, but you don't need to have experience in all of these areas to be successful in the role.

What You'll Do

Family Registration, Enrollment & Support

• Serve as a primary point of contact for prospective and enrolled families through phone and email.
• Guide families through registration, enrollment, scheduling, and required documentation.
• Process registrations accurately, including billing, scheduling, and account setup.
• Follow up with prospective families to help them complete enrollment and stay engaged throughout the process.
• Develop expertise in childcare subsidy and tuition assistance programs across Healthy Kids service areas.
• Help families understand subsidy eligibility, application, recertification, and documentation requirements.
• Support families in completing enrollment steps that coordinate with childcare assistance and subsidy programs.
• Track subsidy-related registration progress and proactively communicate next steps to families.
• Maintain current knowledge of changing subsidy policies, deadlines, and family requirements.
• Track registration activity and generate reports using CRM and registration systems.
• Collaborate with Marketing, Finance, and Operations to support enrollment growth and improve the family experience.

Automation & Process Improvement

• Identify repetitive, time-consuming, or inefficient tasks that could be simplified or automated.
• Build and maintain automated communications, reminders, and follow-up sequences using approved systems and platforms.
• Support CRM optimization, data cleanup, and process standardization.
• Assist with implementation and testing of workflow automation tools and AI-enabled administrative processes.
• Monitor automation performance and recommend improvements.
• Create standard operating procedures (SOPs), templates, and training materials for registration and enrollment workflows.
• Help reduce manual administrative work while maintaining a high-touch, family-centered experience.

Requirements

What We're Looking For

Required Qualifications

• Experience in customer service, administrative support, registration, enrollment, or another client-facing operations role.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Comfortable learning and using digital systems and technology platforms.
• Effective time management and ability to manage multiple priorities.
• Team-oriented mindset with flexibility and adaptability.
• High school diploma or equivalent.

Preferred Qualifications

• Experience with childcare subsidy programs, public benefits navigation, enrollment services, case management, or family support services.
• Experience using CRM systems, workflow tools, or process automation platforms.
• Experience using AI tools or technology to improve administrative processes.
• Ability to explain complex eligibility and documentation requirements in a clear and supportive manner.
• Experience supporting families from diverse backgrounds.
• Bilingual skills strongly preferred.

You don't need to check every box. We're especially interested in candidates who communicate well, learn quickly, are comfortable with technology, care about helping families, and enjoy finding ways to make processes better.

What Success Looks Like

• Families receive fast, friendly, and accurate enrollment support.
• Families can navigate registration and subsidy processes with greater confidence.
• More families successfully complete the enrollment process.
• Fewer registrations are abandoned or delayed.
• Subsidy-related enrollment steps are tracked and followed up on effectively.
• Communication response times improve.
• Repetitive administrative work is reduced through automation.
• Internal teams have streamlined, repeatable processes.
• Families continue to receive a personal, high-touch experience even as processes become more efficient.

Why Join Healthy Kids Programs?

At Healthy Kids Programs, we believe operational excellence and family experience go hand in hand.

You’ll join a collaborative, growth-oriented team where your ideas can make a meaningful difference — both for the families we serve and for the people who work behind the scenes to support them.

Healthy Kids Programs is a mission-driven, award-winning organization dedicated to providing accessible, high-quality childcare. With 150+ locations offering Early Learning, Before & After School, and Summer Camp programs, we support families with safe, structured, and engaging experiences for children.

As a Certified Benefit Corporation, we are committed to creating positive impact while ensuring our team members feel valued, supported, and empowered to grow.

Equal Opportunity Employer

Healthy Kids Programs is an equal opportunity employer. We are committed to diversity, equity, and inclusion and prohibit discrimination based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic. Hiring decisions are based solely on qualifications, merit, and business needs.