[Hiring] Customer Experience Operations Manager @MagicSchool AI

Role Description

In this role, you will be responsible for:

• Translating evolving business needs into actionable, prioritized workflows and scalable systems improvements
• Identifying and prototyping AI-assisted workflows, such as call summarization, account health signals, renewal risk flags, and ticket triage, then taking the successful ones to production
• Evaluating AI features in the GTM stack (Salesforce Agentforce/Einstein, Gong, Intercom) and recommending 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
• Writing and maintaining 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

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

Requirements

• 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

Benefits

• 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.
• Unlimited time off to empower our employees to manage their work-life balance.
• Choice of employer-paid health insurance plans, including dental and vision at very low premiums.
• Generous stock options, vested over 4 years.
• 401k match & monthly wellness stipend.

Company Description

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.