Customer Experience Operations Manager

WHO WE ARE: MagicSchool is the premier generative AI platform for teachers. We're just over 2 years old, and more than 7 million teachers from all over the world have joined our platform. Join a top team at a fast growing company that is working towards real social impact. Make an account and try us out at our website https://www.magicschool.ai and connect with our passionate community on our Wall of Love https://love.magicschool.ai/all. Responsibilities In this role, you will be responsible for: - Translating evolving business needs into actionable, prioritized workflows and scalable systems improvements - Identify and prototype AI-assisted workflows, such as call summarization, account health signals, renewal risk flags, and ticket triage, then take the successful ones to production - Evaluate AI features in the GTM stack (Salesforce Agentforce/Einstein, Gong, Intercom) and recommend what to adopt, configure, or skip - Serving as the first line of defense for Salesforce and GTM systems support — independently troubleshooting, diagnosing, and resolving issues - Write and maintain prompts, agent instructions, and templates the team can reuse - Building and maintaining Salesforce flows and automations, while documenting processes and maintaining a single source of truth - Leading cross-functional projects by defining scope, driving stakeholder alignment, and keeping efforts ruthlessly prioritized - Ensuring CX systems and reporting are intuitive and reliable, with a user-first lens and a bias toward clarity and standardization Experience & Qualifications To be successful in this role, you’ll bring the following experience and qualifications: - 2–4 years in a customer experience, revenue operations, or GTM operations role, ideally within SaaS - Proven experience administering and building in Salesforce (flows, automations, reporting) - Strong technical troubleshooting skills and the ability to translate business problems into system solutions - Proficiency in Google Sheets and basic SQL; comfort learning and using additional tools in the GTM stack - Experience managing projects with multiple stakeholders, balancing tradeoffs, and staying focused on impact - Ability to document, standardize, and scale processes with a strong sense of time management and team collaboration - Comfortable pushing back on stakeholders and building consensus to ensure the right problems are solved - Hands-on experience using LLMs (Claude, ChatGPT, etc.) to solve real operational problems, not just casual use - Comfort with prompt design and evaluating output quality - Familiarity with automation and integration tools (N8N, Zapier, MCP connectors) - Judgment about when AI is the right tool and when a deterministic flow is better Bonus Experience (Nice to Have) - Familiarity with tools like Gong, Chili Piper, Skilljar, Intercom or other CX-enablement platforms - Experience supporting Product-Led Growth (PLG) teams or strategies - Experience in high-growth, startup-like environments where agility and prioritization are critical Why Join Us? - Work on cutting-edge AI technology that directly impacts educators and students. - Join a mission-driven team passionate about making education more efficient and equitable. - Flexibility of working from home, while fostering a unique culture built on relationships, trust, communication, and collaboration with our team - no matter where they live. For full time employees: - Unlimited time off to empower our employees to manage their work-life balance. We work hard for our teachers and users, and encourage our employees to rest and take the time they need. - Choice of employer-paid health insurance plans so that you can take care of yourself and your family. Dental and vision are also offered at very low premiums. - Every employee is offered generous stock options, vested over 4 years. - 401k match & monthly wellness stipend. Our Values: - Educators are Magic:  Educators are the most important ingredient in the educational process - they are the magic, not the AI. Trust them, empower them, and put them at the center of leading change in service of students and families. - Joy and Magic: Bring joy and magic into every learning experience - push the boundaries of what’s possible with AI. - Community:  Foster community that supports one another during a time of rapid technological change. Listen to them and serve their needs. - Innovation:  The education system is outdated and in need of innovation and change - AI is an opportunity to bring equity, access, and serve the individual needs of students better than we ever have before. - Responsibility: Put responsibility and safety at the forefront of the technological change that AI is bringing to education. - Diversity: Diversity of thought, perspectives, and backgrounds helps us serve the wide audience of educators and students around the world. - Excellence:  Educators and students deserve the best - and we strive for the highest quality in everything we do.