The Student & Family Services Manager (SFSM)

Job Title:
The Student & Family Services Manager (SFSM) 

Department: Pre-College and Collegiate Division 

Reports to: Director of Operations, Pre-College and Collegiate Programs (US) 

FLSA Status:
Non-exempt 

Prepared by: Director of Operations, Director of Residential and Student Life, and Global Academic Director, Pre-College 

Prepared Date: March 2026 

Position Context and Purpose 

The Student & Family Services Manager (SFSM) is a frontline leader for Edconic’s Pre-College division, serving as the primary liaison for families across three programs: The School of the New York Times’ Summer Academy (SoNYT), Vogue Summer School (VSS), and Sotheby’s Institute of Art’s Summer Institute (SIA). 

This position is central to maintaining a high standard of student and parent support in an increasingly complex and high-volume operating environment. The SFSM handles sensitive and time-pressing concerns from families, manages high-volume communication channels, and ensures inquiries are triaged to the appropriate departments. Working closely with the Operations, Residential Life, and Academics teams, the SFSM ensures that families feel heard, supported, and confident in the care and coordination their students receive. 

This is a full-time seasonal position. 

Essential Duties and Responsibilities 

Specific duties and responsibilities include, but are not limited to, the following: 

• Serve as the primary public-facing contact for parent/guardian inquiries across all Pre-College programs while programs are in session 

• Monitor and respond to multiple share
  d inboxes, ensuring timely, clear, and professional communication 

• Triage family questions to the appropriate internal teams while maintaining communication ownership through resolution 

• Escalate and resolve sensitive issues with care and discretion, particularly around student safety, wellness, or behavioral concerns 

• Support the development of templates, auto-replies, FAQ documents, and escalation protocols to increase efficiency 

• Collaborate closely with program leadership and the Welcome Desk team to ensure student/family experience is consistent across all sites and terms 

• Build and maintain working knowledge of policies, systems, and workflows across Academics, Res Life, and Operations in order to serve as a reliable cross-functional resource 

• Maintain logs of escalated communications and generate summaries for program leadership 

• Provide on-the-ground support during summer program operations 

Knowledge and Abilities 

To perform this role successfully, an individual must demonstrate the following: 

• Exceptional written and verbal communication skills 

• Strong interpersonal instincts, including the ability to calmly de-escalate concerns from high-touch
  stakeholders 

• High comfort level with learning and navigating complex systems and cross-team workflows 

• Ability to manage high-volume communication (email, phone) with professionalism and accuracy 

• Capacity to work independently while collaborating with multiple teams and leadership structures 

• Sensitivity to the concerns of parents, guardians, and students in high-stakes learning environments 

• Familiarity with student-facing systems such as Orah, Canvas, or Pronto is strongly preferred 

Education, Work Experience and/or Licensure 

A Bachelor’s degree in a relevant field is required. The SFSM has: 

• 4+ years of experience in student services, family communications, education, summer programs, or customer support 

• Demonstrated experience in triaging communications and responding to sensitive or urgent matters 

• Prior exposure to high-volume or high-stakes customer environments such as private/public school education, summer camp, or healthcare is a plus 

• Comfort working with diverse populations, including international students and families 

This position offers the following: 

• An opportunity to work with a passionate team of diverse people. 

• Stipend of up to ($2500/bi-weekly). 

Language Skills 

Applicants must be capable of upholding the highest standards of written and spoken English. Proficiency in a second language is appreciated but not required. 

Physical Demands 

The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of this job: 

• Ability to sit or stand for long periods of time 

• Ability to lift up to 25 lbs 

• Ability to travel between partner sites during
  programming, as needed 

Work Environment 

The work environment characteristics listed here are representative of those an employee encounters while performing the essential functions of the job. Under the ADA, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Basic office/academic environment 

• May include occasional evening or weekend availability during peak summer operations 

The above statements are intended to describe the general nature and level of work being performed by an individual assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of
personnel
so classified. The School of the New York Times and Sotheby’s Institute of Art reserves the right to modify this job description in its sole discretion. 

Edconic is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees