Customer Experience Strategy & Operations Lead

Notion is the collaborative AI workspace where teams and agents think together. 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.

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. As a strategic partner to CX Leadership they will partner with cross-functional teams to identify and prioritize customer needs pain points and opportunities for improvement and develop and implement strategies programs processes and technology to deliver high-value personalized support for a diverse array of users. 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. 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.

• Own the execution of the customer support strategy to ensure that the company provides an exceptional customer experience at-scale for all Notion users.

• Identify and implement operating frameworks to streamline customer support operations - including capacity planning targeting setting customer segmentation and targeted CX engagements etc.

• 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.).

• 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.

• Introduce and track new metrics to ensure our CX business is performing efficiently predictably and effectively from a financial perspective

• Operate as both an extension of the CX and RevOps Leadership teams to ensure cross-functional alignment with broader GTM and Company strategy

• Set annual and semi-annual plans that create customer value at-scale: Guide and define headcount opex and OKRs

• Serve as a strategic trusted advisor to Head of CX and CX Leadership team

• 8+ years of experience in customer support and success strategy and operations.

• 3+ years of people leadership experience

• Passion for improving the Customer Experience and Customer Value

• Strong project management skills with the ability to manage multiple projects simultaneously in a fast-paced high-growth environment.

• Excellent communication and interpersonal skills. You are a skilled dots-connector and expert in working collaboratively with cross-functional teams to get things done. You’re experienced in communicating across levels and audiences from technical ICs up to C-Suite and/or Board

• 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.

• AI-first approach — Experience implementing digital and/or scaled programs to increase efficiency while improving customer outcomes. AI-first approach towards building and implementing RevOps methodologies

• 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 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 San Francisco or New York City the estimated base salary range for this role is $230000 - $260000 per year.

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You don’t need deep AI expertise for every role but we do expect every Notino to be intellectually curious drawn to tinkering and discovery and excited to use AI as a real collaborator in their work. For some roles AI fluency is a core requirement — when that’s the case we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better and make their work easier for others to build on.

We hire talented people from a wide range of backgrounds. If you’re excited about this role but don’t meet every bullet we still encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one please let your recruiter know.

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.

What We Do

Notion is a collaborative AI workspace. Teams use it to store knowledge run projects take meeting notes and build AI workflows — all in one place so AI always has the context it needs to be useful.We're building the layer where AI stops being a chat window and starts being part of how work gets done. Knowledge decisions and action in one connected system.

Why Work With Us

We're building the layer where AI stops being a chat window and starts being part of how work gets done. Notion is where AI becomes useful at work: real workflows real users real context. People here move from idea to shipped without asking permission. If you want your fingerprints on work that millions of people use this is the place.

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