Customer Experience & Automation Manager

HEALTHY KIDS PROGRAMS • Town of Kent, NY

3d • $24 - $26

About The Position

Healthy Kids Programs is seeking a Customer Experience & Automation Manager to support families through registration and enrollment while improving the systems and processes behind that work. 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, scheduling, required documentation, and childcare assistance programs.

The position also focuses on identifying and improving inefficient processes. Responsibilities include building and maintaining automated communications, supporting CRM optimization, testing workflow automation and AI-enabled administrative processes, monitoring automation performance, and creating standard operating procedures and training materials. The aim is to reduce manual administrative work while preserving a high-touch, family-centered experience.

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.

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.
• 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.

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 in a clear and supportive manner.
• Experience supporting families from diverse backgrounds.
• Bilingual skills.

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.
• Process registrations accurately, including billing, scheduling, and account setup.
• Follow up with prospective families to support enrollment completion and continued engagement.
• 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 enrollment steps coordinated 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.
• Help 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).
• 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