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MagicSchool is a generative AI platform for teachers with over 7 million users globally. The company is seeking a Customer Experience Operations Manager to build scalable systems and workflows that support the GTM and customer success teams.
In this role, you will translate business needs into actionable workflows and system improvements. Key responsibilities include identifying and prototyping AI-assisted workflows (call summarization, account health signals, renewal risk flags, ticket triage) and taking successful prototypes to production. You'll evaluate AI features in the GTM stack—including Salesforce Agentforce/Einstein, Gong, and Intercom—and recommend adoption, configuration, or alternatives.
You'll serve as the primary support resource for Salesforce and GTM systems, independently troubleshooting and resolving issues. You'll write and maintain prompts, agent instructions, and reusable templates for the team. Building and maintaining Salesforce flows, automations, and documentation will be core to the role, ensuring a single source of truth for processes.
Cross-functional project leadership is essential: you'll define scope, drive stakeholder alignment, and maintain ruthless prioritization. You'll ensure CX systems and reporting are intuitive, reliable, and user-focused, with emphasis on clarity and standardization.
The company values mission-driven work in education, operates with flexibility and trust, and fosters a collaborative culture across distributed teams. Benefits include unlimited time off, employer-paid health insurance (dental and vision), generous stock options vested over 4 years, 401k match, and a monthly wellness stipend.
REQUIREMENTS:
- 2–4 years in customer experience, revenue operations, or GTM operations roles, ideally in SaaS
- Proven experience administering and building in Salesforce (flows, automations, reporting)
- Strong technical troubleshooting skills and ability to translate business problems into system solutions
- Proficiency in Google Sheets and basic SQL; comfort learning additional GTM stack tools
- Experience managing projects with multiple stakeholders, balancing tradeoffs, and focusing on impact
- Ability to document, standardize, and scale processes with strong time management and team collaboration
- Comfortable pushing back on stakeholders and building consensus to solve the right problems
- Hands-on experience using LLMs (Claude, ChatGPT, etc.) to solve real operational problems
- 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 versus deterministic flows
BONUS EXPERIENCE:
- Familiarity with 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 prioritizing agility and prioritization
