Customer Experience Strategy & Operations Lead

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 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.

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!

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 $230,000 - $260,000 per year.