Customer & Marketplace Operations Leader

We Love AI Jobs; San Francisco (CA); On-site; USD 150,000 - 190,000; Full time

Job summary

Wonderschool in San Francisco is seeking a hands-on Customer & Marketplace Operations Leader to own support across phone, chat, email, and AI, guiding a team to resolve complex issues and improve outcomes for families, providers, and employers.

You will design workflows, partner with product and engineering, drive retention and revenue growth, set high standards for response times and quality, and scale operations as Wonderschool expands its marketplace.

Qualifications

• Experience leading customer-facing operations teams.
• Proven ability to design scalable workflows and processes.
• Familiarity with AI-enabled support tools and analytics.

Responsibilities

• Lead support across phone, chat, email, and AI; resolve complex customer situations.
• Improve marketplace conversion, retention, and provider operations through better workflows.
• Manage the team, provider-service partners, and the AI support quality/escalation systems.
• Collaborate with product and engineering to address root causes and scale solutions.
• Own the end-to-end customer and marketplace experience for families, providers, and employers.

Skills

AI support operations

Spreadsheets

SQL

Customer support

Marketplace operations

Vendor management

Process automation

Job description

# Customer & Marketplace Operations LeaderWonderschoolSan FranciscoFull-timeUpload your resume once and Scout applies for youApply with ScoutShare this job:LinkedInXSave imageThe Customer & Marketplace Operations Leader owns customer support and marketplace operations for parents, childcare providers, and employers. The role manages a team, improves customer and provider outcomes, and oversees AI support quality, vendor programs, retention, and revenue-related operations.* Permanent### Skills and expertiseAI support operationsSpreadsheetsSQLCustomer supportMarketplace operationsVendor managementProcess automation### Key responsibilities* Lead support across phone, chat, email, and AI while resolving complex customer situations.* Improve marketplace conversion, customer retention, and provider operations through better workflows and solutions.* Manage the team, provider-service partners, and the quality and escalation systems for AI support.## How this job comparesCompared with 171 open manager customer success jobs on October 10, 2026.Pay: This job does not publish its pay. The 64 open manager customer success jobs that publish US pay start at $149K a year on average.Similar open jobs: We Love AI Jobs lists 171 open manager customer success jobs at 91 companies.Remote work: This job is on site. 41 of the 171 manager customer success jobs (24%) are remote.AI in this role: Medium. The role uses AI tools and works with AI systems as a regular part of the job. The role owns the quality and coverage of an AI support agent, audits its conversations, and designs handoffs to people. AI is a regular part of the work, though the broader role spans customer, marketplace, and provider operations.## Full descriptionAbout WonderschoolWonderschool is transforming childcare by helping families find high-quality care and helping childcare providers start, operate, and grow successful businesses.Our marketplace connects parents with childcare providers. Our software and services help providers reach families, manage their programs, and operate more effectively. We also work with employers that want to help their employees find childcare.Wonderschool is a Series B company backed by Andreessen Horowitz (a16z), Goldman Sachs, and First Round Capital. We are cash flow positive and growing.We believe childcare providers should be able to build sustainable businesses and that every family should be able to find care that meets their needs.The RoleCustomer operations at Wonderschool is about much more than answering questions. It is how we help families find care, help providers grow, retain customers, and create revenue.We are looking for someone we can trust to own customer and marketplace operations across parents, childcare providers, and employers: how families find and enroll in care, how providers grow and stay on the platform, and how employers access childcare benefits for their teams. This person will lead support across phone, chat, email, and AI while building solutions that improve the customer experience and grow the business.They do not need to have held this exact role before. We care more about their ability to learn quickly, exercise strong judgment, earn trust, take ownership, and build solutions.This is a hands-on role. The person will answer calls, handle difficult situations, investigate problems, make financial and operational decisions, and build systems that allow the work to scale. They will have real authority over escalations, customer decisions, and how the team operates.What You'll OwnLead Customer Operations• Own support across phone, chat, email, and AI.• Personally handle difficult calls and sophisticated customer situations.• Establish high standards for response time, resolution, accuracy, tone, and follow-through.• Make sure customers feel heard and their problems are actually resolved.• Build a customer-obsessed team that takes complete ownership of outcomes.Build Solutions• Learn how parents, providers, and employers use Wonderschool.• Identify what is preventing customers from succeeding.• Build practical solutions instead of repeatedly working around the same problems.• Turn recurring failures into better tools, workflows, policies, training, and product experiences.• Work with product and engineering to address underlying causes and verify that solutions work.Make the Marketplace Work• Help more families successfully connect with childcare providers.• Work with the parent and provider teams to identify and remove friction between searching for care and enrolling in it.• Understand why families cannot find care and why providers cannot fill openings.• Build operational solutions that improve outcomes for parents, providers, and employers.Drive Revenue and Retention• Treat customer operations as an important part of Wonderschool's growth.• Identify opportunities to retain customers, increase adoption, and grow revenue.• Recover customers at risk of leaving and identify expansion and cross-sell opportunities.• Turn customer conversations into insights that improve the business.• Learn the metrics and financial tradeoffs needed to make good decisions.Manage AI-Powered Support• Own the quality, tone, accuracy, and coverage of our AI support agent.