Technical Quality Program Manager
About the role
The User Operations team is a function of the Customer Experience (CX) team. Your responsibilities include managing critical user experiences and internal workflows focused on improving product quality, influencing the development of new features, and supporting end users at scale. You will continuously improve Notion's bug-reporting and feature request funnels, from user-facing intake to escalation, tagging, tracking, reporting, and follow-up. You will make data-informed recommendations for how to collect and prioritize feature requests, scale internal escalation processes, and resolve bugs and other product quality issues. You will collaborate with Product and Engineering teams to measure and drive CX's bug management effectiveness and efficiency through tooling, process, and training improvements. You will collaborate with Engineering to improve incident management workflows, ensuring clear escalation paths, timely communication, and effective resolution of customer-impacting issues. You will build and maintain documentation, trainings, and QA processes for customer support issues related to quality, reliability, performance, and qualitative product feedback. You will 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 required: 3-5 years experience in customer support operations, product operations, quality assurance, technical support, customer experience, or related field
- Experience working directly with engineers, product managers, or other technical roles as well as CX or customer-facing roles
- 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
Skills
- Technical knowledge or data querying experience (SQL)
- Experience contributing to the product development process at a software company
Nice to haves
- Notion product expertise
- PMP or similar certification
- Technical knowledge or data querying experience (SQL)
- Experience contributing to the product development process at a software company
Benefits
We provide highly competitive cash compensation, equity, and benefits. 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.