Customer Experience Operations Manager

MagicSchool AI is hiring a Customer Experience Operations Manager to translate business needs into scalable workflows and improve customer experience and go-to-market systems. The role focuses on Salesforce administration, AI-assisted operational workflows, cross-functional project leadership, and reliable systems and reporting.

Responsibilities:

• 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

Requirements:

• 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