Cadence Education is seeking a Family Communications Specialist for an in‑person, onsite role at our Scottsdale, AZ office. 

Cadence Education is one of the premier early childhood educators in the United States, operating over 340 private preschools and elementary schools across 30 states. With over 30 years in business, we have developed an unparalleled expertise in preparing students to thrive in the next step of their childhood.

At Cadence Education, our mission is to create bright futures for children, families, employees and our communities. This mission can only be accomplished through a team of passionate childcare professionals who combine their talents to provide an unparalleled level of care and compassion for children and their families. Our research-based curriculum and home-based environments are the leading edge of early education.

Our schools are staffed with individuals who are talented, fun, and genuinely enthusiastic about child development and learning. We encourage collaboration and cherish open-communication in each school and with our corporate office.  We work hard to create an outstanding work-life balance by supporting leaders and staff members every step of the way. For additional information about Cadence, please visit www.cadence-education.com.

Benefits of Working Full Time at Cadence Education:

• Competitive compensation
• Yearly Salary Range: $50,000 - $70,000
• On demand pay with UKG Wallet
• 50% childcare tuition discount
• 401(k) with employer match
• Educational and professional development
• Comprehensive benefit package for all full-time employees, including:
• Paid time off that increases with seniority
• Medical, dental, vision options available
• Additional life, disability, and retirement plans
• Tuition reimbursement
• Company-paid life insurance
• Paid holidays
• 401K
• Pet insurance
• Paid CDA 

JOB QUALIFICATIONS:

JOB SUMMARY:

Reporting to the Vice President of Marketing, the Family Communications Specialist plays a vital role within the Cadence Education Marketing team, serving as the primary point of contact for family-facing communications and call center operations. This individual is a strong communicator, highly organized, and passionate about delivering an exceptional experience to the families and schools we serve. The ideal candidate thrives in a fast-paced environment, can manage multiple priorities simultaneously, and brings a people-first mindset to everything they do.

ESSENTIAL FUNCTIONS:

1. Call Center Management and Quality & Performance
   1. Serve as the day-to-day liaison for our external call center vendor, managing ongoing communication, follow-up, and performance accountability.
   2. Forward family voicemails and emails to the call center in a timely and organized manner.
   3. Receive, track, and resolve internal tickets and complaints from schools regarding call center performance.
   4. Escalate issues as needed and ensure timely resolution in partnership with the call center vendor and Marketing leadership.
   5. Regularly listen to inbound and outbound call recordings and review chat transcripts to evaluate the quality of family-facing communications
   6. Provide timely, constructive feedback to the call center vendor based on quality monitoring findings, ensuring communications consistently reflect Cadence Education's brand voice, tone, and standards.
   7. Participate in calibration calls with the call center vendor to align on quality expectations and address any recurring performance issues.
   8. Monitor and track Customer Satisfaction (CSAT) scores on an ongoing basis, identifying trends and working collaboratively with the call center vendor to implement improvements.
   9. Escalate quality concerns to Marketing leadership and the call center vendor as needed, ensuring swift resolution and a consistently high standard of family communication.

1. Family Communications
   1. Assist in the writing, editing, and distribution of family-facing communications including emails, CEO letters, parent app messages, and school-level announcements.
   2. Support the drafting, editing, and distribution of press releases in coordination with Marketing leadership and external PR partners.
   3. Assist with crisis communications, including drafting, editing, and coordinating the timely distribution of sensitive communications to families and schools.
   4. Manage the special days and holidays communications tracker, ensuring all planned communications are organized, scheduled, and distributed on time.

• Family Surveys & Insights
  1. Write, distribute, and manage parent satisfaction surveys (including NPS, Post Tour, Lost Opportunity and Parent Exit), compiling and reporting on monthly results for Marketing leadership.
  2. Develop NPS survey action plans following bi-annual results, collaborating with internal stakeholders to identify and implement improvements based on family feedback.

1. Other Responsibilities
   1. Monitor and manage Contact School form submissions received through the Cadence website, routing each request to the appropriate school or team member in a timely manner.
   2. Serve as the Marketing department's primary contact for Cadence's company-wide St. Jude Children's Research Hospital sponsorship.
   3. Assist with family-facing communications related to the St. Jude partnership, supporting schools in their fundraising and awareness efforts throughout the year.

Cadence Education is an Equal Opportunity Employer.