Customer Experience & Automation Manager

HEALTHY KIDS PROGRAMS • Town of Fishkill, NY

6d • $24 - $26

About The Position

Healthy Kids Programs is seeking a Customer Experience & Automation Manager to support families through registration and enrollment while improving and streamlining the systems behind those processes. The role combines customer service, family enrollment, technology, and process improvement. The manager serves as a primary contact for prospective and enrolled families, helping them navigate registration, enrollment, childcare assistance, and required documentation. They also identify opportunities to simplify processes, automate repetitive tasks, improve communications, and optimize systems. Experience with childcare subsidy programs, CRM systems, automation, or AI tools is helpful but is not required in every area.

The position is full-time, Monday through Friday, at Healthy Kids Programs, 2 Summit Court, Fishkill, NY 12524. Pay is $24–$26 per hour, depending on experience. Success includes providing fast, friendly, accurate enrollment support; helping families complete enrollment and subsidy steps; improving communication and follow-up; reducing repetitive administrative work through automation; and creating streamlined, repeatable internal processes while preserving a personal, family-centered experience.

Healthy Kids Programs describes itself as a mission-driven, award-winning organization dedicated to accessible, high-quality childcare, with more than 150 locations offering Early Learning, Before & After School, and Summer Camp programs. It is a Certified Benefit Corporation and states its commitment to positive impact, employee support, diversity, equity, and inclusion.

Requirements

• 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.
• Comfort learning and using digital systems and technology platforms.
• Effective time management and ability to manage multiple priorities.
• Team-oriented mindset, flexibility, and adaptability.
• High school diploma or equivalent.

Nice To Haves

• 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 clearly and supportively.
• Experience supporting families from diverse backgrounds.
• Bilingual skills are strongly preferred.

Responsibilities

• Serve as a primary point of contact for prospective and enrolled families by phone and email.
• Guide families through registration, enrollment, scheduling, and required documentation.
• Accurately process registrations, including billing, scheduling, and account setup.
• Follow up with prospective families to help them complete enrollment and remain engaged.
• Develop expertise in childcare subsidy and tuition assistance programs across Healthy Kids service areas.
• Help families understand subsidy eligibility, applications, recertification, and documentation requirements.
• Support families with 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, 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, templates, and training materials for registration and enrollment workflows.
• Reduce manual administrative work while maintaining a high-touch, family-centered experience.

Benefits

• Employer-paid childcare for children enrolled in the program on the days the employee works.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED