Customer Experience Strategy & Operations Lead

Join Notion as the Customer Experience Strategy & Operations Lead. In this role, you will design and execute the customer support strategy to ensure an exceptional customer experience at scale. You will partner with cross-functional teams to identify customer needs and develop strategies to deliver personalized support. You will track key performance metrics, stay updated on industry trends, and identify areas to leverage AI for increased efficiency. Strong project management skills, excellent communication, and a passion for improving customer experience are essential.

• Design and execute the customer support strategy to ensure exceptional customer experience at scale.
• Identify and implement operating frameworks to streamline customer support operations, including capacity planning and customer segmentation.
• Define and track key performance metrics to measure the effectiveness of customer support initiatives and continuously automate and scale the customer journey.
• 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
• 3+ years of people leadership experience
• Strong project management skills, with the ability to manage multiple projects simultaneously in a fast-paced, high-growth environment
• 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
• 8+ years of experience in customer support and success strategy and operations
• Passion for improving the Customer Experience and Customer Value
• 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
• Bachelor's degree in Business Administration, Marketing, or a related field
• Experience leading data engineering, AI and automation teams
• Experience leading customer support and success teams
• Positive attitude and enthusiasm to make an impact!
• We hire talented people from a wide range of backgrounds. If you’re excited about this role but don’t meet every bullet, we still encourage you to apply