Magic School
Senior Director, Customer Experience Enablement
🇺🇸 Remote - US
🕑 Full-Time
💰 TBD
💻 Customer Success
🗓️ February 12th, 2025
Gong
SaaS
SFDC
Edtech.com's Summary
MagicSchool is hiring a Senior Director, Customer Experience Enablement. The role involves advancing strategic priorities alongside the Customer Experience leadership team to enhance team efficiency and impact. Key responsibilities include managing initiatives, fostering cross-functional collaboration, and driving operational excellence. The position reports to the VP of Customer Experience.
Highlights
Highlights
- Lead key customer experience initiatives with clear goals and timelines.
- Analyze KPIs and OKRs to provide actionable insights.
- Identify process improvements for operational efficiency.
- Requires deep understanding of customer experience best practices.
- Proficiency in data analysis; experience with SFDC or Gong preferred.
- 10+ years in SaaS enablement, operations, and GTM strategy.
- Generous benefits including unlimited PTO and full health coverage.
Senior Director, Customer Experience Enablement Full Description
WHO WE ARE: MagicSchool is the premier generative AI platform for teachers. We're just over a year and a half old, and more than 4M 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 our website and connect with our passionate community on our Wall of Love.
Senior Director, Customer Experience Enablement
Role Description: You will be a pivotal member of the senior leadership team, working closely with Customer Experience (CX) leadership to advance our team’s strategic priorities. You will enhance the efficiency, alignment, and impact of the CX team by managing key initiatives, fostering cross-functional collaboration, and driving operational excellence. This role reports to the VP of CX.
Responsibilities:
- Project Management – Lead key CX initiatives, ensuring clear goals, timelines, and cross-functional alignment.
- Data Analysis & Reporting – Track and analyze KPIs, OKRs, and team performance to provide actionable insights.
- Operational Efficiency – Identify and implement process improvements to streamline CX workflows and tools.
- Team Leadership – Support team alignment through offsite planning, OKR execution, and communication.
- Stakeholder Management – Collaborate across teams to ensure CX priorities align with broader business goals.
- Strategic Planning – Partner with leadership on headcount planning, goal-setting, and long-term CX strategy.
Qualifications/Competencies/Skills:
- CX Expertise – Deep understanding of customer experience best practices.
- Project Management – Strong ability to lead and execute complex initiatives.
- Collaboration & Communication – Excellent cross-functional communication and teamwork skills.
- Data Analysis – Ability to interpret data and extract actionable insights from customer feedback.
- Strategic Thinking – Skilled in aligning CX initiatives with broader business goals.
- Preferred – Experience with SFDC or Gong.
Experience:
- 10+ years of experience in SaaS enablement, operations, GTM strategy
- Experience in high growth startups
- Preferred: Prior sales or quota carrying Customer Success experience
- Preferred: Experience in education or EdTech
Our Benefits: We are proud to offer generous benefits, such as unlimited PTO, 100% employer covered health insurance, a wellness stipend, a 401(k) match, and vision/dental insurance.
Our Values:
- Educators are Magic: Educators are the most important ingredient in the educational process - they are the magic, not the AI. Trust them, empower them, and put them at the center of leading change in service of students and families.
- Joy and Magic: Bring joy and magic into every learning experience - push the boundaries of what’s possible with AI.
- Community: Foster community that supports one another during a time of rapid technological change. Listen to them and serve their needs.
- Innovation: The education system is outdated and in need of innovation and change - AI is an opportunity to bring equity, access, and serve the individual needs of students better than we ever have before.
- Responsibility: Put responsibility and safety at the forefront of the technological change that AI is bringing to education.
- Diversity: Diversity of thought, perspectives, and backgrounds helps us serve the wide audience of educators and students around the world.
- Excellence: Educators and students deserve the best - and we strive for the highest quality in everything we do.
