# Customer & Marketplace Operations Leader

**Company:** [Wonderschool](https://hotfix.jobs/companies/wonderschool)
**Location:** San Francisco, CA
**Role:** Business Operations
**Skills:** Ai Support, Customer Operations, Customer Support, Automation, SQL, Spreadsheets, Vendor Management, Retention, Revenue Operations, Marketplace Operations
**Posted:** 2026-09-02

> Leads customer and marketplace operations across parents, childcare providers, and employers, combining hands-on support, team management, AI-enabled service, marketplace improvement, and revenue and retention ownership.

## Job Description

## Responsibilities
- Lead customer support across phone, chat, email, and AI for parents, childcare providers, and employers.
- Handle complex customer situations, escalations, financial decisions, and operational exceptions.
- Establish standards for response time, resolution, accuracy, tone, and follow-through.
- Build workflows, policies, tools, training, and product improvements that eliminate recurring customer problems.
- Partner with product and engineering to address root causes and validate solutions.
- Improve the marketplace journey from childcare search through enrollment.
- Identify opportunities to improve customer retention, adoption, revenue, expansion, and cross-sell.
- Own the quality, coverage, escalation, handoff, and recovery processes for AI-powered support.
- Manage provider services including insurance, compliance, equipment, loans, payroll, and photography.
- Manage vendor and third-party partner relationships.
- Hire, coach, and manage a lean customer operations team.
- Establish goals, ownership, service standards, quality controls, automation, and operating metrics.

## Requirements
- Experience owning a customer-facing operation or program end to end.
- Demonstrated accountability for metrics such as retention, resolution, conversion, or revenue.
- Ability to work directly with customers, including handling calls and difficult situations.
- Strong judgment, ownership, follow-through, and ability to operate amid ambiguity.
- Ability to learn new customers, businesses, systems, and metrics quickly.
- Ability to build practical solutions, processes, and tools.
- Ability to analyze metrics independently using spreadsheets; SQL is a plus.
- Comfort making financial and operational decisions.
- Ability to move between strategy, people management, and detailed execution.
- Willingness to work from the San Francisco office five to six days per week.

## Nice-to-Haves
- Experience with AI-powered customer support and automation.
- Experience managing vendor relationships or third-party service programs.
- SQL experience.

## Compensation & Benefits
- Competitive market compensation, meaningful equity, and a full benefits package.
- Health benefits covering up to 100% of employee premiums and up to 80% of dependent premiums.
- Wi-Fi and employee wellness stipends.
- Flexible paid time off, paid holidays, and mental wellness days.
- Competitive parental leave after six months of employment.

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