Customer Experience Operations Manager

WHO WE ARE: 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. Make an account and try us out at our website and connect with our passionate community on our Wall of Love.

Responsibilities

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