Customer Experience Operations Manager

MagicSchool AI•,

4d•$90,000 - $120,000•Remote

About The Position

MagicSchool is a generative AI platform for teachers, with more than 7 million teachers worldwide. The Customer Experience Operations Manager translates evolving business needs into prioritized workflows and scalable systems improvements. This role identifies and prototypes AI-assisted workflows, evaluates AI features in the go-to-market technology stack, and advances successful solutions into production. It also provides first-line support for Salesforce and GTM systems, builds and maintains Salesforce automations, documents processes, and leads cross-functional projects. The position emphasizes intuitive, reliable CX systems and reporting, standardization, clear prioritization, and using AI appropriately to address operational needs.

Requirements

2–4 years of experience in a customer experience, revenue operations, or GTM operations role, ideally in SaaS.
Proven experience administering and building in Salesforce, including flows, automations, and reporting.
Strong technical troubleshooting skills and the ability to translate business problems into system solutions.
Proficiency in Google Sheets and basic SQL, and comfort learning and using additional GTM 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 collaboration skills.
Ability to push back on stakeholders and build consensus to ensure the right problems are solved.
Hands-on experience using LLMs such as Claude or ChatGPT to solve operational problems.
Comfort with prompt design and evaluating output quality.
Familiarity with automation and integration tools such as N8N, Zapier, and MCP connectors.
Good judgment about when AI is appropriate and when a deterministic flow is better.

Nice To Haves

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 where agility and prioritization are critical.

Responsibilities

Translate 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, and take successful solutions to production.
Evaluate AI features in the GTM stack, including Salesforce Agentforce/Einstein, Gong, and Intercom, and recommend what to adopt, configure, or skip.
Serve as the first line of defense for Salesforce and GTM systems support by independently troubleshooting, diagnosing, and resolving issues.
Write and maintain reusable prompts, agent instructions, and templates.
Build and maintain Salesforce flows and automations, document processes, and maintain a single source of truth.
Lead cross-functional projects by defining scope, driving stakeholder alignment, and prioritizing efforts.
Ensure CX systems and reporting are intuitive and reliable, using a user-first approach and emphasizing clarity and standardization.