Family Liaison

18 Degrees is seeking a Family Liaison for our K4H Pittsfield initiative, connecting families and partners with our digital product teams. In this hybrid role, you'll build strong relationships with K4H families, gather feedback, and translate real-world needs into clear requirements for designers and engineers. You'll coordinate onboarding, communication, and user research activities while tracking engagement and outcomes. Working within a small, senior team, you'll help shape user-centered features that make our web and mobile products more accessible, intuitive, and impactful for families and community stakeholders.

Responsibilities

• Serve as primary liaison between K4
• H program participants, families, and internal product teams
• Gather, document, and translate family and stakeholder needs into clear feature requirements and user stories
• Coordinate onboarding, communication, and feedback cycles with families using digital tools and platforms
• Collaborate with designers and engineers to shape user-centered features and workflows
• Support user research, usability testing, and continuous improvement of digital products
• Monitor engagement metrics and identify opportunities to improve adoption and satisfaction
• Create clear documentation, guides, and communication materials for families and partners
• Escalate issues, track resolutions, and maintain accurate records in collaboration tools

Required Skills

• Stakeholder communication
• Requirements gathering
• User research coordination
• Agile product development practices
• Basic UX and usability principles
• Digital collaboration tools (e.g., Slack, Jira, Notion, Asana)
• Data and engagement metrics tracking
• Documentation and knowledge base creation
• Presentation and facilitation
• CRM or customer success platforms