MAGIC Hiring Process

1. Purpose

Quickly assess cultural alignment, ownership mindset, communication clarity, and motivation to work in a fast-paced, customer-facing environment.

This stage is designed to filter early. Only candidates who clearly align with Plei’s mission, demonstrate accountability, and communicate effectively should move forward.

This is the candidate’s first deep impression of Plei and Magic, so the experience should feel structured, warm, and human.

2. Format

Duration: 30–40 minutes (video call)
Facilitator: Magic roles → HR Manager
Style: Conversational, structured, and friendly. Balance warmth with clarity — this is not a technical interview, but standards are high.

3. Focus Areas & Example Questions

3.1 Mission Resonance – “Why Plei & Why Magic?”
Focus Area: Does the candidate genuinely connect with Plei’s mission and the Magic role, beyond the need for a job?

• What excites you about Plei and this role specifically?
• What does “great customer experience” mean to you?
• How do you think sports — or soccer in particular — can bring people together?

3.2 Ownership & Accountability
Focus Area: Does the candidate take responsibility for their work and outcomes?

• Tell me about a time you took ownership of a problem from start to resolution.
• Have you ever fixed or escalated an issue that technically wasn’t your responsibility?
• Tell me about a mistake you made at work. What did you do after?

3.3 Communication & Clarity
Focus Area: Can the candidate communicate clearly, calmly, and professionally?

• Tell me about a time you had to explain something difficult to a customer or teammate.
• How do you communicate when someone is frustrated or upset?
• How do you make sure you’re being understood?

3.4 Comfort in a Real-Time, Customer-Facing Environment
Focus Area: Is the candidate comfortable operating in a live, fast-moving environment?

• How do you handle working in situations where things change quickly?
• Tell me about a time you had to think on your feet.
• What helps you stay calm under pressure?

4. Evaluation Framework

Pass / Fail decision — no “maybe”

Scoring Dimensions (1–5):

• Strong mission alignment
• Clear communication
• Ownership mindset
• Comfort in a customer-facing environment
• Clear written and verbal communication in English (Spanish is a strong plus)

5. Notes for Interviewer

• Write specific, concrete feedback immediately after the call.
• Avoid vague comments (“nice”, “good energy”).
• Focus on examples and behaviors.
• Remember: this stage exists to raise the bar, not to move fast.

1. Purpose

Assess whether the candidate has the practical skills, judgment, and workload capacity to perform the role effectively in a real, fast-moving Magic environment.

This stage focuses on execution ability, not culture fit. Candidates should demonstrate that they can manage volume, prioritize effectively, operate within defined scope, and solve problems using sound logic and clear escalation.

Only candidates who demonstrate strong execution readiness should advance.

2. Format

Duration: 45–60 minutes (video call)
Facilitator: Corresponding Regional Operations Manager
Style: Practical, scenario-based, role-specific

3. Focus Areas & Scenarios

3.1 Role Understanding & Scope Discipline
Focus Area: Does the candidate clearly understand what this role does and does not own?

• You’re managing multiple games, messages, and issues at the same time. One issue escalates. What do you do first, and why?
• How do you decide when to escalate an issue versus solving it yourself?
• Tell me about a time you stayed within your role even though you could have taken on more.

3.2 Workload Management & Prioritization
Focus Area: Can the candidate manage high volume, competing priorities, and time pressure?

• Walk me through how you manage your workload when everything feels urgent.
• How do you organize your day when you’re responsible for multiple regions, facilities, or schedules?
• Tell me about a time you dropped or deprioritized something intentionally. How did you decide?

3.3 Practical Problem Solving & Execution
Focus Area: Can the candidate solve real-world Magic-style problems logically and efficiently?

• A facility cancels last minute and players are already en route. What are your immediate steps?
• Fill velocity is dropping in one region. What do you look at first?
• A host is upset and blaming Magic for low attendance. How do you handle it?

3.4 Communication & Escalation Judgment
Focus Area: Does the candidate know when and how to escalate issues appropriately?

• Tell me about a time you escalated something early. What was the outcome?
• Tell me about a time you should have escalated sooner. What did you learn?
• How do you communicate issues upward without creating noise?

4. Evaluation Framework

Pass / Fail decision — no “maybe”

Scoring Dimensions (1–5):

• Role clarity & scope discipline
• Prioritization & workload management
• Problem-solving logic
• Communication & escalation judgment

5. Notes for Interviewer

• Focus on how they think, not the “perfect” answer.
• Look for responsibility and calm under pressure.
• Red flags: defensiveness, rigidity, lack of empathy.

1. Purpose

Evaluate whether the candidate demonstrates the judgment, accountability, and decision-making maturity required to operate responsibly within the Magic organization.

This stage focuses on how the candidate thinks, not what they know how to do. The goal is to assess whether they can own outcomes, navigate ambiguity, and make sound decisions without constant oversight.

Only candidates who demonstrate strong ownership, good judgment, and readiness to operate at scale should advance.

2. Format

Duration: 45–60 minutes (video call)
Facilitator: Head of Magic Operations or Operations Manager
Style: Direct, reflective, and judgment-focused

3. Focus Areas

3.1 Ownership & Accountability
Focus Area: Does the candidate take responsibility for outcomes — especially when things go wrong?

• Tell me about a time something failed under your watch. What did you own?
• When something goes wrong, how do you decide what’s your responsibility versus what to escalate?
• Tell me about a mistake you made that had impact. What did you do next?

3.2 Decision-Making Under Uncertainty
Focus Area: Can the candidate make sound decisions without perfect information?

• Tell me about a time you had to make a decision with incomplete information.
• How do you balance speed versus accuracy when the stakes are high?
• When do you decide to act, and when do you pause?

3.3 Ownership Language
Do they say “I’ll take care of this” vs “Someone should…”? Do they close the loop?

3.4 Judgment, Boundaries & Escalation
Focus Area: Does the candidate understand authority, boundaries, and when to pull others in?

• Tell me about a time you escalated something earlier than expected. Why?
• Tell me about a time you waited too long to escalate. What did you learn?
• How do you decide who needs to be informed versus involved?

3.5 Operating at Scale & Through Change
Focus Area: Can the candidate operate in a growing, evolving environment without breaking systems?

• How do you adapt when processes change or are still being built?
• Tell me about a time you had to unlearn a way of working.
• What helps you stay effective as complexity increases?

4. Evaluation Framework

Pass / Fail decision — no “maybe”

Scoring Dimensions (1–5):

• Ownership & accountability
• Judgment under uncertainty
• Escalation & boundary awareness
• Ability to operate at scale

5. Notes for Interviewer

• Focus on how they think, not the “perfect” answer.
• Look for responsibility and calm under pressure.
• Red flags: defensiveness, rigidity, lack of empathy.