Family Experience Manager

About Us

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.

About the Role

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.

How This Role Fits Into the Organization

The Family Experience Manager reports directly to the Head of School and serves as the schools 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.

What Youll Do

Family Experience Leadership

• 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 NYPKCs hospitality standards and commitment to excellence.
• Identify opportunities to continually improve the overall family experience.

Enrollment & Admissions Support

• Partner with the Enrollment Manager to support school enrollment goals.
• Deliver exceptional school tours that showcase the schools 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.

Parent Communication

• 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.

Family Engagement & Community Building

• 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.

Educational Partnership

• Help families understand NYPKCs 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.

School Operations Support

• Support daily front-of-house operations and maintain a welcoming school environment.
• Coordinate new family onboarding and orientation.
• Assist with student transitions and family logistics.
• Partner with the Head of School to ensure operational excellence from the family perspective.
• Support special projects and school initiatives that improve the overall parent experience.

Family Satisfaction & Retention

• Monitor family feedback and identify opportunities for continuous improvement.
• Support parent satisfaction surveys and action planning.
• Help strengthen family retention through proactive relationship management.
• Promote referral opportunities through exceptional service and community engagement.
• Track and report family experience metrics as requested.
• Other duties as assigned.

What Were Looking For

• Bachelors degree preferred in Early Childhood Education Education Business Communications or a related field.
• 35 years of experience in admissions enrollment family engagement hospitality customer success school administration or early childhood education.
• Strong understanding of exceptional customer service and relationship management.
• Excellent written and verbal communication skills.
• Highly organized with strong project management abilities.
• Experience coordinating events and community engagement initiatives.
• Comfortable using CRM systems and school management platforms.
• Collaborative proactive and solution-oriented.
• Passion for early childhood education and building meaningful relationships with families.
• Ability to thrive in a fast-paced highly collaborative environment.

What Success Looks Like

• Families consistently report an exceptional experience from inquiry through enrollment and beyond.
• Strong inquiry-to-tour and tour-to-enrollment conversion rates.
• High family satisfaction and engagement.
• Strong annual re-enrollment and retention rates.
• Well-attended family events that build community and strengthen school culture.
• Consistent high-quality communication across all family touchpoints.
• Strong collaboration with school leadership and centralized enrollment.
• Families feel informed connected and proud to be part of the NYPKC community.
• The school delivers a warm hospitality-driven experience that differentiates NYPKC in every neighborhood.