Customer Experience Strategy & Operations Manager (NY)

ABOUT US:

Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money.

In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays.

ABOUT THE ROLE:

Our Customer Experience (CX) team empowers customers to discover and realize the full value of Notion, delivering a best‑in‑class customer experience at every touchpoint. CX supports Notion's entire 100M+ user base and solves for a diverse array of users.

As RevOps partner to the CX org, you will work closely with our CX Leadership team to lead initiatives that accelerate customer value, own business critical operations, and identify opportunities to improve outcomes at scale. You will lead strategic planning and execution, process design, and identify new ways for the team to improve operational rigor - driving projects from ideation through to execution and working alongside your team to drive change and impact. You will guide and improve demand forecasts and capacity models, lead workforce management strategy, and support AI, automation and tooling investments. Your work will ensure we deliver for our customers today, while making the right strategic bets for tomorrow.

We are looking for a strategic, analytical RevOps partner who will work alongside our innovative and results-oriented CX team. This person will be passionate about the CX space, thrive working across teams to get things done, and excited to help us scale Notion customer value to our next phase of growth.

WHAT YOU'LL ACHIEVE:

- Serve as strategic advisor to CX Leadership on end-to-end service model design and planning. Develop analyses and recommendations that inform strategic decisions

- Lead through influence and partner across GTM Leadership, BizTech, Data, Finance, RevOps and other stakeholders to get things done together

- Guide CX demand forecast and capacity model, delivering headcount and staffing recommendations. Leverage models for forecasting, annual planning, and strategic decisioning. Lead interlock with Finance, Recruiting and CX/GTM Leadership

- Support and lead workforce management decisioning. Design and optimize staffing plans, scheduling and resource allocation to maximize efficiency and customer experience

- Design and implement processes at scale, including tiering and routing strategies, escalation pathways, and global operating procedures. Support AI, automation and tech stack strategy

- Design and drive global operating cadences including KPI reviews that surface risks, trends and opportunities. Execute performance analyses that diagnose root causes and develop recommendations. Partner with Data team to develop new dashboards and insights

- Guide development of new paid service offerings including pricing, packaging and margin strategy. Ensure success from design through to launch and ROI measurement.

- CX is always innovating! — Design, measure and scale experiments and pilots

SKILLS YOU'LL NEED TO BRING:

- 8-10+ years in CX Strategy, Customer Operations, Business Operations and Customer-facing leadership roles

- Passion for and applied experience in Customer Support and Customer Experience teams

- Proven expertise with Excel/gSheet and building capacity models

- Analytical skills with the ability to translate data into strategic recommendations

- Executive presence and the ability to communicate and influence across audiences and levels (e.g. C-Suite, CX, BizTech, Data, Finance)

- Systems-oriented thinker who optimizes processes and builds frameworks for scale

- Track record of leading complex, multi-quarter initiatives and building from the ground-up

- High ownership mentality, with proven experience tackling ambiguous problems, remaining adaptable and working through complex initiatives across teams

- Experience with AI and digital tooling, or strong willingness to learn

- BA/BS required; advanced degree preferred

NICE TO HAVES:

- Experience with statistical methods, SQL, Tableau, Python and/or other advanced analytics and BI/Dashboarding

- Experience with Zendesk, Assembled, Decagon and other customer support platforms

- Experience with workforce management and optimization

- Experience launching paid service offerings or new business models

- Experience designing and measuring experiments and pilots

- Experience using Notion or willingness to learn

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.

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 New York City, the estimated base salary range for this role is $210,000 - $250,000 per year.

By clicking “Submit Application”, I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion’s Global Recruiting Privacy Policy https://notion.notion.site/Notion-Global-Recruiting-Privacy-Policy-fc3eb4e829354a26a2bb6fd5e289b550?pvs=74 and NYLL 144 https://notion.notion.site/Ashby-AI-Bias-Audit-2b0efdeead05803bbbfae159ec86c528.

#LI-Onsite