CX Knowledge Architect
About the role
Own CX enablement knowledge strategy + systems globally. Notion ships quickly, and our customer experience depends on support teams being able to find accurate answers fast. This role exists to keep our internal knowledge base fresh as it scales—by designing durable information architecture and governance that keeps pace with frequent product change.
What's different at Notion
You’ll use Notion as customer zero, building a living system of record structured for both humans and AI—so the right people (and the right agents) can retrieve the right information at the right time. You’ll own the internal knowledge base end-to-end (content + page structure), partnering with CX Enablement, Product Ops, QA, and Vendor Ops to keep it reliable and effective.
Skills You'll Need To Bring
- Program + system ownership: experience owning an end-to-end knowledge system (not just shipping individual docs) in knowledge management, CX enablement, technical writing, content ops, or adjacent roles.
- Information architecture + governance depth: ability to design scalable IA (taxonomy/tagging/page structures) and run governance/review models that protect quality and reduce risk.
- Systems thinking + operational excellence: can build durable processes that scale across many contributors and withstand high change velocity; experience building modular, reusable content components.
- Quality and maintenance rigor: demonstrated ability to run content QA, audit cadences, and freshness programs.
- Data-informed prioritization + AI literacy: uses qualitative + quantitative signals to focus on the highest-impact work, and understands how structure affects AI/human retrieval.
Qualifications
- To bring program/system ownership, you should have experience owning an end-to-end knowledge system (not just shipping individual docs) in knowledge management, CX enablement, technical writing, content ops, or adjacent roles.
- To bring information architecture/governance depth, you should have ability to design scalable IA (taxonomy/tagging/page structures) and run governance/review models that protect quality and reduce risk.
- To bring systems thinking/operational excellence, you should have experience building durable processes that scale across many contributors and withstand high change velocity; experience building modular, reusable content components.
- To bring quality/maintenance rigor, you should have demonstrated ability to run content QA, audit cadences, and freshness programs.
- To bring data-informed prioritization/AI literacy, you should use qualitative + quantitative signals to focus on the highest-impact work, and understand how structure affects AI/human retrieval.
Notion is 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.