Communications Experience Manager

Job Title: Communications Experience Manager

Location: Corporate Office (Daytime) & Sapience Learning Lab (During Operational Hours)

Schedule:

• School Year: Monday–Friday, 12:00 PM – 8:00 PM Saturday, 9:00 AM – 2:00 PM (1-hour daily break)
• Camp Days: 7:00 AM – 6:00 PM (1-hour daily break)
• Department: Operations & Customer Experience
• Reports To: Director of Internal Systems

Position Summary

Sapience Tutoring is seeking a proactive, detail-driven, and systems-oriented Communications Experience Manager to oversee and elevate every aspect of the communication journey between our families and our team. This essential role ensures that all calls, texts, emails, and automated messages are seamless, helpful, and aligned with the Sapience brand promise.

Beyond managing the front lines of communication, this individual will act as a conduit between customer experience and internal innovation—ensuring feedback is heard, systems are maintained, and all communication-related tools and playbooks are continually improved.

Key Responsibilities1. Customer Communication Excellence

• Serve as the lead point of contact for inbound customer communication via phone, text, and email.
• Log all interactions and relevant details into internal systems (e.g., HubSpot) in real-time.
• Manage and update automated communications across our sales and service pipelines.
• Own and uphold communication playbooks and scripts, ensuring consistency in tone, accuracy, and responsiveness.
• Conduct regular audits of outbound communication to ensure excellence across every touchpoint.

2. Liaison Between Users and Internal Teams

• Collect and synthesize feedback from families to highlight trends in user experience.
• Relay insights to product development and business leadership to drive continuous improvement.
• Participate in meetings or feedback loops to support improvements in communication workflows and tools.

3. Systems Oversight & Operational Support

• Monitor, troubleshoot, and improve systems that support communication (CRM, texting/calling platforms, scheduling tools, email automations).
• Collaborate with internal tech and support teams to improve system performance and usability.
• Proactively recommend upgrades or workflow enhancements related to communication tools and platforms.

Minimum Schedule Requirements

• School Year: Monday through Friday, 12:00 PM – 8:00 PM and Saturday, 9:00 AM – 2:00 PM (with a 1-hour break each day).
• During Camp Days: 7:00 AM – 6:00 PM (with a 1-hour break each day).
• Note: Schedule reflects operational hours of the Sapience Learning Centers.

Ideal Candidate Profile

• 2 years of experience in customer communications, operations, or CRM support.
• Proficient in systems such as HubSpot (or similar CRM platforms), VoIP systems, and scheduling tools.
• Exceptional attention to detail, documentation, and follow-through.
• Excellent verbal and written communication skills with a warm, professional tone.
• High accountability and commitment to delivering best-in-class customer experience.

What We Offer

• A collaborative environment focused on improving educational outcomes and family satisfaction.
• An opportunity to shape and lead the communication systems at a growing, mission-driven organization.
• Daily impact on the lives of students and parents through meaningful support and connection.