About this role
WHO WE ARE
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.
ABOUT THE ROLE:
Notion is growing rapidly and shipping new features and product improvements at a high rate to meet the needs of our customers.
The User Operations team is a function of the Customer Experience (CX) team maintaining clear lines of communication between customers and Product, ensuring customers get the most out of Notion and that their feedback is integrated into the product development process.
As the Technical Quality Program Manager, you will be responsible for building and maintaining world class support experiences related to product quality. You’ll be responsible for improving the bug reporter experience and maintaining and scaling processes for tracking and resolution of user issues related to product quality and feature requests.
This role can be based in either San Francisco or New York City. We work from our offices on Mondays, Tuesdays and Thursdays (our Anchor Days) because we do our best thinking and building together in person. We’re looking for someone who’s excited to work alongside the team during those days.
WHAT YOU'LL ACHIEVE:
- Manage critical user experiences and internal workflows focused on improving product quality, influencing the development of new features, and supporting end users at scale
- Continuously improve Notion’s bug-reporting and feature request funnels, from user-facing intake to escalation, tagging, tracking, reporting, and followup
- Make data-informed recommendations for how to collect and prioritize feature requests, scale internal escalation processes, and resolve bugs and other product quality issues
- Collaborate with Product and Engineering teams to measure and drive CX’s bug management effectiveness and efficiency through tooling, process, and training improvements
- Collaborate with Engineering to improve incident management workflows, ensuring clear escalation paths, timely communication, and effective resolution of customer-impacting issues
- Build and maintain documentation, trainings, and QA processes for customer support issues related to quality, reliability, performance,