Customer Experience Strategy and Operations Lead
Notion is an AI workspace for capturing team knowledge, finding answers, and automating work with agents.
Funding history
About Notion
Notion Labs, Inc. operates a collaborative workspace that combines documents, knowledge management, databases, projects, search, and AI-enabled automation. Its developer platform provides an API for connecting workspaces to external tools and automating workflows.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will execute customer-support strategy, implement operating frameworks, and track performance. You will build forecasting and analytics processes, manage CX technology improvements, automate customer journeys, set operating plans and OKRs, and advise CX leadership on customer support strategy.
Requirements
- 8+ years of customer support and success strategy and operations experience
- 3+ years of people leadership experience
- Project management
- Data analysis
- Customer support
- Customer success
- AI
- Revenue operations
Responsibilities
- Execute the customer support strategy
- Implement operating frameworks for customer support operations
- Track customer support performance metrics
- Build forecasting and analytics processes for demand, capacity, churn, and ticket volume
- Manage enhancements to the CX technology stack
- Automate and scale customer journeys, touchpoints, triggers, and playbooks
- Set annual and semi-annual plans, including headcount, operating expense, and OKRs
- Advise CX leadership on strategy and operations
Benefits
- Equity