Technical Quality Program Manager
About the role
The User Operations team is a function of the Customer Experience (CX) team. Their mission is to maintain 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 follow-up
- 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
- Nice To Haves
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
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