Technical Quality Program Manager

About the role

The User Operations team is a function of the Customer Experience (CX) team. This role maintains clear lines of communication between customers and Product, ensuring customers get the most out of Notion and that their feedback is integrated into the product development process.

Responsibilities

• Manage critical user experiences and internal workflows focused on improving product quality, influencing the development of new features, and supporting end users at scale
• Continuously improve Notion’s bug-reporting and feature request funnels, from user-facing intake to escalation, tagging, tracking, reporting, and followup
• Make data-informed recommendations for how to collect and prioritize feature requests, scale internal escalation processes, and resolve bugs and other product quality issues
• Collaborate with Product and Engineering teams to measure and drive CX’s bug management effectiveness and efficiency through tooling, process, and training improvements
• Collaborate with Engineering to improve incident management workflows, ensuring clear escalation paths, timely communication, and effective resolution of customer-impacting issues
• Build and maintain documentation, trainings, and QA processes for customer support issues related to quality, reliability, performance, and qualitative product feedback
• Be an advocate for our customers and a thought partner to CX and Product partners

Requirements

• 3-5 years experience in customer support operations, product operations, quality assurance, technical support, customer experience, or related field
• Demonstrated experience leveraging AI to streamline cross-functional programs or processes
• Experience working directly with engineers, product managers, or other technical roles as well as CX or customer-facing roles
• Demonstrated experience solving ambiguous problems and using data to build consensus
• Previous responsibility tracking and analyzing key operational metrics to ensure KPIs/service goals are met

Qualifications

• Skills You'll Need To Bring:
  • 3-5 years experience in customer support operations, product operations, quality assurance, technical support, customer experience, or related field
  • Demonstrated experience leveraging AI to streamline cross-functional programs or processes
  • Experience working directly with engineers, product managers, or other technical roles as well as CX or customer-facing roles
  • Demonstrated experience solving ambiguous problems and using data to build consensus
  • Previous responsibility tracking and analyzing key operational metrics to ensure KPIs/service goals are met
• Nice To Haves:
  • Notion product expertise
  • Project Management Professional (PMP) or similar certification
  • Technical knowledge or data querying experience (SQL)
  • Experience contributing to the product development process at a software company

Pay

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 San Francisco or New York City, the estimated base salary range for this role is $61.54 – $67.79 hourly.