CX Ops Lead, AI-Driven SaaS Growth

TrulyHired; EE. UU.; Presencial; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Salesforce

Troubleshooting

SQL

Google Sheets

Stakeholder mgmt

Herramientas

Salesforce

Flows & Automations

Reporting

Descripción del empleo

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.