Customer Experience Operations Manager

Magic School 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 and connect with our passionate community on our Wall of Love.

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

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

• 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

• 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. 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…