Customer Experience Strategy & Operations Lead

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. Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human.

About The Role

The CX Strategy & Ops Lead is responsible for designing and executing the customer support strategy to ensure the company provides an exceptional customer experience at scale. As a strategic partner to CX Leadership, they will collaborate with cross-functional teams to identify and prioritize customer needs, pain points, and opportunities for improvement. This role involves developing and implementing strategies, programs, processes, and technology to deliver high-value, personalized support for a diverse array of users. The CX Strategy & Ops Lead will define and track key performance metrics to measure the effectiveness of customer support initiatives, stay updated on industry trends, and leverage AI to increase efficiency and effectiveness across both digital and human experiences. Strong project management, communication, and interpersonal skills are essential for working collaboratively with cross-functional teams.

Responsibilities

• Own the execution of the customer support strategy to ensure 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, 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, and actionable insights.
• Project manage enhancements and changes to the CX tech stack (including Zendesk, Gainsight, Decagon, etc.).
• Influence decision-making, problem-solving, and programs for CX across teams and projects.
• Continuously automate and scale the customer journey, touch-points, triggers, and playbooks.
• Introduce and track new metrics to ensure CX business performance is efficient, predictable, and effective 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, guiding headcount, opex, and OKRs.
• Serve as a strategic trusted advisor to the Head of CX and CX Leadership team.

Requirements

• 8+ years of experience in customer support and success strategy and operations.
• 3+ years of people leadership experience.
• Passion for improving 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; ability to collaborate across levels and audiences, from technical ICs to C-Suite and/or Board.
• Strong analytical skills, with the ability to analyze data, make data-driven syntheses, diagnose and scope problems, and gain buy-in for recommendations.
• AI-first approach — experience implementing digital and/or scaled programs to increase efficiency while improving customer outcomes.
• Experience with AI-first 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!

Pay

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.