Teams at Thread Magic, Inc.

Guide MSP partners through implementation, configuration, workflow validation, training, rollout, adoption, troubleshooting, and handoff to Customer Success. Build onboarding plans, workshops, documentation, and implementation evidence while helping customers adopt Voice AI and service automation safely. Identify stalled adoption, coordinate recovery plans, measure outcomes, and provide product feedback. The role requires practical MSP service-desk knowledge, technical onboarding experience, strong facilitation, troubleshooting, and the ability to teach technical and non-technical users.

Own an AI agent product area end to end, from customer discovery and workflow definition through launch and production outcomes. Define agent permissions, approval rules, evaluations, quality thresholds, and MSP configuration. Partner closely with design and engineering, conduct weekly research with MSP customers and technicians, support pilots, prototype prompts and workflows, and prioritize improvements using metrics such as resolution rate, escalation accuracy, time saved, and customer satisfaction.

Own product design end to end, from ambiguous problem framing and user research through polished release. Collaborate with product, engineering, MSP partners, and customers to shape roadmap decisions, simplify complex workflows, and design trustworthy AI-agent experiences. Build prototypes, influence business outcomes, uphold visual and interaction quality, contribute to the design system, and mentor teammates through critique and best practices.