Notion
Customer Experience Strategy & Operations Lead
New York, New York
Sponsorship not specified$230k-$260kDetected 36 days ago
Data EngineeringAgentic AIProject ManagementOKRsForecastingCustomer SupportZendeskLeadershipCommunicationProblem Solving
About the role
- They will need to have strong project management skills, excellent communication and interpersonal skills, and be able to work collaboratively with cross-functional teams to bring strategies to life.
- Influence decision making, problem solving, and programs for CX across programs, projects, and teams.
- Continuously automate and scale our customer journey, touch-points, triggers, and playbooks.
Responsibilities
- The CX Strategy & Ops Lead is responsible for designing & executing the customer support strategy to ensure that the company provides an exceptional customer experience at scale.
- The CX Strategy & Ops Lead will define and track key performance metrics to measure the effectiveness of customer support initiatives
- They'll stay up to date on industry trends and best practices in customer support to ensure Notion is at the leading edge.
- They will identify areas to leverage AI to increase CX efficiency and effectiveness and maximize the impact of our support offering across both digital and human experiences.
- Own the execution of the customer support strategy to ensure that the company provides an exceptional customer experience at-scale for all Notion users.
- Refine and track key performance metrics (CSAT, FRT, Churn, Usage metrics, etc.) to measure the effectiveness of customer support initiatives.
- Build a robust forecasting and analytics process to determine trends across demand, capacity, churn, ticket volume etc. -- and what we should do about it
- Help project manage enhancements/changes to tech stack for CX (including Zendesk, Gainsight, Decagon, etc.).
Requirements
- 8+ years of experience in customer support and success strategy and operations.
- Strong analytical skills, with the ability to analyze data and make data-driven syntheses, diagnose and scope problems, inform and gain buy-in to recommendations, and track success.
Skills
- 3+ years of people leadership experience
- Passion for improving the Customer Experience and Customer Value
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Experience leading customer support and success teams
- Experience leading data engineering, AI and automation teams
- Positive attitude and enthusiasm to make an impact!
- Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s.
- Millions of individuals, small teams, and large companies run their work on Notion.
Compensation
- Set annual and semi-annual plans that create customer value at-scale: Guide and define headcount, opex, and OKRs
Benefits
- Notion is committed to providing highly competitive cash compensation, equity, and benefits.
Company info
- Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion.
- Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn't to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business's system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life's work.
- We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented.
- Notinos (our employees) are customer zero in bringing this future of work to life.
- We care about craft, building things that last, and the belief that great work is still fundamentally human.
- Our goal isn't to ship the next feature.
- Each and every team of Notinos is working to set the standard for how humans work together in the AI era.
- From building a business's system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life's work.
- Operate as both an extension of the CX and RevOps Leadership teams to ensure cross-functional alignment with broader GTM and Company strategy
This listing is sourced directly from Notion's careers page and normalized into a canonical job model.