Conversation Design Program Manager

About Us:

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.

We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.

Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).

About The Role:

The mission of the Conversation Designer is to design an effortless, best-in-class customer support journey. This includes setting strategy and designing flows for our automated support platform. You will report into the Global Training Manager, and be an integral part of designing conversation experiences that drive faster and more effective issue resolution for Notion’s customers.

In this role, you will take ownership of Notion’s chatbot and automated email experience. You will be responsible for shaping the conversation design strategy of Notion’s support team and serve as a strategic advisor, subject-matter expert, and thought leader.

What You'll Achieve:

• Oversee all intents within Notion’s chatbot by gathering requirements, detailing user stories, designing scenarios, and flow mapping.
• Use analytics, A/B testing, and generative AI recommendations to identify gaps in Notion’s automated support experience. Translate gaps into actionable, measurable improvements.
• Define conversation design strategy and guidelines to inform the work of our Subject Matter Experts (SMEs). Provide approval on all new intents.
• Writing dialog that fits Notion’s brand guidelines and is able to scale across multiple domains, channels, and languages.
• Partner with CX Leaders to drive visibility and measure success.

Skills You'll Need to Bring:

• You have 2+ years of conversation design experience with in-depth knowledge of conversation design, UX copy, or linguistic content verification.
• Demonstrated experience designing best-in-class customer experiences using chatbots; using data to show the ROI from those designs
• Have a metrics mindset: You believe success is a measured outcome, and will dive deep into data to inform design and prioritization decisions.
• You have a proven ability to deal with ambiguity in a rapidly changing business environment.
• You have experience with Forethought, Ada, or Liveperson, and using generative AI for support automation.

Nice to Haves:

• Experience at a high-growth SaaS company
• Experience with Zendesk Guide

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.

Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in New York City, the estimated base salary range for this role is $150,000 - 180,000 per year.

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