Customer Experience Operations Manager

TrulyHired; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

MagicSchool seeks a Customer Experience Operations Manager to translate business needs into scalable CX workflows and AI-driven improvements. You will prototype and deploy AI-assisted processes, manage Salesforce flows, and drive cross-functional initiatives to optimize renewal, support, and account health signals.

The role emphasizes troubleshooting, stakeholder coordination, and building reliable CX reporting in a fast-growing SaaS environment.

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).
• Strong technical troubleshooting skills and the ability to translate business problems into system solutions.

Responsibilities

• Translate evolving business needs into actionable, prioritized workflows and scalable systems improvements.
• Prototype AI-assisted workflows (e.g., call summarization, renewal risk flags) and move successful ones to production.
• Evaluate AI features in GTM stack (Salesforce Agentforce/Einstein, Gong, Intercom) and advise on adoption.
• Serve as first line of defense for Salesforce and GTM systems support with independent troubleshooting.
• Write and maintain prompts, agent instructions, and templates for reuse.
• Build and maintain Salesforce flows and automations while documenting processes.
• Lead cross-functional projects by defining scope, driving stakeholder alignment, and prioritizing efforts.
• Ensure CX systems and reporting are intuitive and reliable with a user-first lens.

Skills

Salesforce

Troubleshooting

SQL

Google Sheets

Stakeholder mgmt

Tools

Salesforce

Flows & Automations

Reporting

Job description

Customer Experience Operations Manager Full Description

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 and connect with our passionate community on our .

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

Experience & Qualifications

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)
• 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¿?