Magic EdTech

Chief Operating Officer

• **About the role**
• The operational backbone of MAGIC AI — owning supply chain, people, legal, and the cross-functional glue that turns strategy into shipped product, on time, on margin, on both sides of the Atlantic.
• MAGIC AI is scaling a connected hardware + AI product across the UK and US. The CEO needs a senior operator to take ownership of the run-the-business machine so product and growth can compound without ops becoming the bottleneck.
• **Mandate**
• Take full accountability for CM1 and CM2, and partner with the CMO and CFO to secure CM3 targets. This mandate runs across four pillars.
• **1. Supply Chain, Logistics & 3PL (UK + US)**
• End-to-end ownership of manufacturing, freight, customs, dual-region 3PL, and the unit economics of landed cost.
• - Supply chain strategy and systems infrastructure, including ERP implementation
• - International freight strategy
• - UK: 3PL and warehouse process review and ownership
• - US: full audit of 3PL, freight, and operational tax set-up
• - Reverse logistics — returns, grading, and restock flow design and ownership
• **2. Inventory Management & Operational Finance**
• The operational counterpart to the CFO and Head of Finance — turns the financial plan into purchase orders, and the inventory reality into the financial plan.
• - S&OP, demand model, and ordering cadences
• - Complete ownership of inventory accuracy
• - COGS / GPM reporting and operational financial reporting
• - Investor-facing margin work
• - External audit
• **3. HR & Legal**
• People ops, hiring infrastructure, and external counsel across UK and US entities.
• - Comp bands, performance cycles, and employment compliance across UK + US
• - US entity and corporate tax set-up
• - Commercial, IP, employment, and regulatory legal — managing external counsel
• - Product compliance
• **4. The glue — cross-functional operating system**
• Runs the company's operating cadence: weekly metrics review, quarterly planning, OKRs, exec staff meetings. The person every department head — including the CFO and Head of Finance — goes to when something is stuck between functions.
• KPIs: decisions made per week, blockers cleared, on-time quarterly delivery.

Chief Operating Officer, COO

Customer Support

• Take full ownership of customer service as the company grows
• Manage customer service agents while resolving around 20% of daily tickets
• Audit service channels proactively, catching errors before escalation
• Ensure quality, speed, and tone of customer interactions
• Respond to sensitive issues with direct phone calls
• Manage Trustpilot score and generate reviews
• Utilize live chat as a sales channel to assist customers
• Handle complex issues involving logistics and partner communications
• Manage relationships with key retail partners and oversee returns process

Chief Operating Officer, COO

Customer Service Lead