Customer Experience Strategy & Operations Lead

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

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.

WHAT YOU'LL ACHIEVE

• 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

SKILLS YOU'LL NEED TO BRING

• 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 exp