Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Flexibility of working from home, while fostering a unique culture built on relationships, trust, communication, and collaboration with our team - no matter where they live.
- For full time employees: Unlimited time off to empower our employees to manage their work-life balance.
- For full time employees: Choice of employer-paid health insurance plans. Dental and vision are also offered at very low premiums.
- For full time employees: Every employee is offered generous stock options, vested over 4 years.
- For full time employees: 401k match & monthly wellness stipend.
Company Overview