Customer Experience Operations Manager

• 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

Benefits

• Work from home: We offer the flexibility and comfort of working from home, while fostering a unique culture built on relationships, trust, communication, and collaboration - regardless of location.
• Unlimited PTO: We offer unlimited time off to promote work-life balance. We work hard for our teachers and encourage our employees to rest and take the time they need in service to their work.
• Insurance: We offer various medical plans, provided at low to no premiums as well as low premium dental and vision coverage so you can take care of yourself and your family.
• 401k Match: We match 100% of the first 1% and 50% of your next 5% towards your 401(k).
• Stock Options: All of our employees are offered generous stock options, vested over 4 years. If we do well, you do well!
• Parental Leave: We offer 12 weeks paid parental leave for recovery and bonding with the newest addition to your family.
• Wellness: Every month, you receive an additional $100 monthly wellness stipend - to spend on whatever you please!
• Office Setup Stipend: When you join the MagicSchool team, you’ll automatically receive a $500 stipend to set up your home office to meet your needs.

• Comfort with prompt design and evaluating output quality
• Proficiency in Google Sheets and basic SQL; comfort learning and using additional tools in the GTM stack
• Ability to document, standardize, and scale processes with a strong sense of time management and team collaboration
• 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)
• Experience managing projects with multiple stakeholders, balancing tradeoffs, and staying focused on impact
• Strong technical troubleshooting skills and the ability to translate business problems into system solutions
• Judgment about when AI is the right tool and when a deterministic flow is better
• Familiarity with automation and integration tools (N8N, Zapier, MCP connectors)
• Hands-on experience using LLMs (Claude, ChatGPT, etc.) to solve real operational problems, not just casual use
• Comfortable pushing back on stakeholders and building consensus to ensure the right problems are solved
• 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