Customer Experience Strategy & Operations Lead

Who We Are 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. About The Role The CX Strategy & Ops Lead is responsible for designing and executing the customer support strategy to ensure that the company provides an exceptional customer experience at scale. As a strategic partner to CX Leadership, the role partners with cross‑functional teams to identify and prioritize customer needs, pain points, and opportunities for improvement, and develops and implements strategies, programs, processes, and technology to deliver high‑value, personalized support for a diverse array of users. The Lead defines and tracks key performance metrics to measure the effectiveness of customer support initiatives; stays up to date on industry trends and best practices; and identifies areas to leverage AI to increase CX efficiency and effectiveness across both digital and human experiences. Strong project management skills, excellent communication, and the ability to work collaboratively with cross‑functional teams are essential. What You’ll Achieve Own the execution of the customer support strategy to deliver 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. Refine and track key performance metrics (CSAT, FRT, churn, usage metrics) to measure the effectiveness of customer support initiatives. Build a robust forecasting and analytics process to determine trends across demand, capacity, churn, ticket volume, and recommend actions. Help project manage enhancements and changes to the CX tech stack (e.g., Zendesk, Gainsight, Decagon). Influence decision making, problem solving, and programs for CX across programs, projects, and teams. Continuously automate and scale the customer journey, touch‑points, triggers, and playbooks. Introduce and track new metrics to ensure the CX business performs efficiently, predictably, and effectively from a financial perspective. Operate as 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 the 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, skilled at connecting dots and collaborating across all levels—from technical ICs to C‑Suite and 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; experience building and implementing RevOps methodologies in an AI‑first environment. Nice to Haves 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. Compensation and Benefits Notion offers highly competitive cash compensation, equity, and benefits. For roles based in San Francisco or New York City, the estimated base salary range for this role is $230,000 – $260,000 per year. Compensation is based on factors such as location, scope, complexity, and candidate experience and may vary from the range provided. Equal Opportunity & Accommodations Notion is an equal‑opportunity employer and does not discriminate on the basis of any legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during the application process. If you need assistance or an accommodation due to a disability, please let your recruiter know. #J-18808-Ljbffr Notion