Customer Experience & Enrollment Automation Lead

Healthy Kids Programs; Town of New Windsor (NY); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Employer-Paid Childcare

Medical/Vision/Dental Insurance

401(k)

Paid Holidays

PTO & Sick Time

On-Demand Pay

Career development

Job summary

Healthy Kids Programs is hiring a Customer Experience & Automation Manager to guide families through enrollment at our Fishkill location. You will handle registration, documentation, and communications while identifying automation opportunities to streamline operations.

The role blends customer service, technology, and process improvement to deliver a high-touch family experience. You’ll work with cross-functional teams to support subsidy programs, ensure accurate data, and enhance enrollment

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 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.
• 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.
• Identify repetitive tasks and opportunities to automate; build and maintain automated communications and follow-up sequences.
• 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 SOPs, templates, and training materials for registration and enrollment workflows.
• Help reduce manual administrative work while maintaining a high-touch, family-centered experience.

Skills

Customer service

Administrative support

Registration & enrollment

Client-facing operations

Education

High school diploma or equivalent

Tools

CRM systems

Workflow tools

Process automation platforms

Job description

Healthy Kids Programs is hiring a Customer Experience & Automation Manager to guide families through enrollment at our Fishkill location. You will handle registration, documentation, and communications while identifying automation opportunities to streamline operations.

The role blends customer service, technology, and process improvement to deliver a high-touch family experience. You’ll work with cross-functional teams to support subsidy programs, ensure accurate data, and enhance enrollment