Family Experience Manager

Description

New York Preschool & Kids Club is a premier early childhood education and enrichment platform serving modern New York families through high-quality preschool education, enrichment programming, extended day, and summer camp experiences . With multiple schools across NYC and private-equity backing, NYPKC is building a best-in-class operating platform, delivering on the full family experience for children and parents.

New York Preschool & Kids Club is a premier early childhood education and enrichment platform serving modern New York families through high-quality preschool education, enrichment programming, extended day, and summer camp experiences . With multiple schools across NYC and private-equity backing, NYPKC is building a best-in-class operating platform, delivering on the full family experience for children and parents.

The Family Experience Manager is responsible for creating an exceptional experience for every family throughout their journey with NYPKC, from their first inquiry and school tour through enrollment, onboarding, ongoing engagement, and re-enrollment.

This role serves as the primary liaison between the school and families, ensuring every interaction reflects the warmth, professionalism, and educational excellence that defines the NYPKC experience. The Family Experience Manager combines hospitality, enrollment support, parent engagement, and community-building to strengthen family relationships and support long-term enrollment growth.

Working closely with the Head of School, Education Director, Enrollment Manager, Marketing, and school teams, this role helps ensure every family feels informed, connected, supported, and excited to be part of the NYPKC community.

The Family Experience Manager reports directly to the Head of School and serves as the school's primary owner of the family experience.

This role partners closely with the centralized Enrollment Manager to support enrollment conversion, pipeline management, and re-enrollment initiatives while collaborating with the Education Director to communicate educational programming and maintain a strong partnership between families and classrooms.

The Family Experience Manager does not supervise instructional staff or own curriculum implementation. Instead, this role complements educational leadership by ensuring families receive consistent communication, exceptional service, meaningful engagement opportunities, and an outstanding overall school experience.

• Serve as the primary point of contact for families throughout their enrollment journey and school experience.
• Build trusted relationships with prospective and current families through proactive communication, responsiveness, and exceptional customer service.
• Ensure every family interaction reflects NYPKC's hospitality standards and commitment to excellence.
• Identify opportunities to continually improve the overall family experience.

• Partner with the Enrollment Manager to support school enrollment goals.
• Deliver exceptional school tours that showcase the school's culture, educational philosophy, and community.
• Conduct timely follow-up with prospective families.
• Support inquiry management, waitlists, enrollment paperwork, and onboarding.
• Assist with re-enrollment efforts and family retention initiatives.
• Maintain accurate enrollment records and CRM updates.

• Own school-level communication with families.
• Develop and distribute newsletters, announcements, reminders, and school updates.
• Ensure families receive timely, accurate, and engaging communications.
• Coach teachers on effective parent communication standards and best practices while partnering with school leadership to maintain consistency.
• Respond to family questions and concerns or coordinate appropriate follow-up with school leadership.

• Plan, coordinate, and execute family engagement events throughout the school year.
• Lead parent orientations, open houses, community events, appreciation events, and educational workshops.
• Develop opportunities that strengthen relationships among families and build a strong school community.
• Partner with Marketing to support local school promotions, referrals, and community partnerships.
• Support social media content by identifying school stories, classroom highlights, and family experiences.

• Help families understand NYPKC's educational philosophy and programming.
• Translate classroom learning into meaningful communication for parents.
• Partner with the Education Director to support family understanding of developmental milestones and classroom experiences.
• Support family conferences, classroom transitions, and educational events as appropriate.
• Promote consistency between school communications and educational programming.

• Support daily front-of-house operations and maintain a welcoming…