Technical Quality Program Manager

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, and qualitative product feedback

• Be an advocate for our customers and a thought partner to CX and Product partners

SKILLS YOU'LL NEED TO BRING

• 3-5 years experience in customer support operations, product operations, quality assurance, technical support, customer experience, or related field

• Demonstrated experience leveraging AI to streamline cross-functional programs or processes

• Experience working directly with engineers, product managers, or other technical roles as well as CX or customer-facing roles

• Demonstrated experience solving ambiguous problems and using data to build consensus

• Previous responsibility tracking and analyzing key operational metrics to ensure KPIs/service goals are met

NICE TO HAVES

• Notion product expertise

• Project Management Professional (PMP) or similar certification

• Technical knowledge or data querying experience (SQL)

• Experience contributing to the product development process at a software company

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Responsibilities

• 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, and qualitative product feedback
• Be an advocate for our customers and a thought partner to CX and Product partners

Requirements

• 3-5 years experience in customer support operations, product operations, quality assurance, technical support, customer experience, or related field
• Demonstrated experience leveraging AI to streamline cross-functional programs or processes
• Experience working directly with engineers, product managers, or other technical roles as well as CX or customer-facing roles
• Demonstrated experience solving ambiguous problems and using data to build consensus
• Previous responsibility tracking and analyzing key operational metrics to ensure KPIs/service goals are met

Preferred Qualifications

• Notion product expertise
• Project Management Professional (PMP) or similar certification
• Technical knowledge or data querying experience (SQL)
• Experience contributing to the product development process at a software company