Wonderschool
Customer & Marketplace Operations Leader
San Francisco · Full-time · Posted Oct 29, 2026
About the job
Leads customer and marketplace operations across parents, childcare providers, and employers, improving support, enrollment, retention, revenue, provider services, and AI-assisted operations.
What you'll do
- Own support across phone, chat, email, and AI, including escalations and quality standards.
- Improve marketplace outcomes, retention, revenue, and provider programs through operational solutions and cross-functional work.
- Hire and manage the team, build scalable processes, and oversee vendor relationships and provider services.
What they ask for
- Have owned a customer-facing operation or program end to end and been accountable for moving a metric such as retention, resolution, conversion, or revenue.
- Be willing to answer calls and work directly with customers.
- Be able to make financial and operational decisions and handle complicated situations with sound judgment.
- Be able to analyze numbers using spreadsheets at minimum.
Nice to have
- SQL experience.
Tools
AI, spreadsheets, SQL
AI focus
Own AI support quality, tone, accuracy, and coverage; determine when AI handles cases versus human handoff; audit conversations and use AI and automation to improve quality and capacity while preserving customer trust.
Model-written summary · the original posting is authoritative