Customer Experience Enablement Leader

Notion • New York, NY

20h • $205,000 - $240,000 • Onsite

About The Position

As our customer base expands across regions and industries, we are committed to ensuring every user has easy access to high-quality support and product education. This is essential for helping customers get the most out of Notion, whether they're just starting out or managing complex, enterprise-level deployments. To keep pace with this growth and evolving customer needs, we are seeking a Leader to lead CX Enablement within our User Operations team.
As the Customer Experience Enablement Leader, you will lead a team in User Operations focused on equipping both internal and BPO (Business Process Outsourcing) support agents to deliver exceptional customer experiences across a wide variety of support scenarios—from Enterprise-level technical troubleshooting to complex billing and account access issues. You will own the end-to-end enablement strategy, managing programs that span internal learning, vendor training, knowledge management, and launch operations. We're seeking a hands-on leader with expertise in one or more of these areas who can coach team members, provide meaningful feedback, and step in directly to support high-priority initiatives when needed.
This is a highly cross-functional role requiring close partnership with Direct Support regional leaders, vendor operations, Product, Engineering, and other stakeholders. You will be a critical voice in leadership discussions around improving core CX metrics (CSAT, time to resolution), driving process and tooling efficiencies, investing in new AI workflows, and evolving our support model to meet customer needs. A key priority will be leveraging Notion’s own AI features to drive internal efficiency and deliver customer value.

Requirements

• Proven experience (8+ years) in CX enablement, support operations, or customer experience management, preferably in a high-growth SaaS, AI, or technology environment.
• Demonstrated success creating and scaling customer support training programs and knowledge management systems for both internal and BPO/vendor teams.
• Deep familiarity with CX knowledge management best practices, including content strategy, knowledge base architecture, and self-service enablement.
• Hands-on experience managing Learning Management Systems (LMS) and enthusiasm for leveraging new tools and AI technologies to improve team effectiveness.
• Strong analytical and problem-solving skills with a data-driven approach to measuring and improving core CX metrics (CSAT, time to resolution, agent productivity, etc.).
• Exceptional communication, stakeholder management, and cross-functional collaboration abilities.
• Experience working across global offices and optimizing for cultural nuance in customer experience and training.
• Track record of coaching and developing high-performing teams.

Responsibilities

• Lead the CX Enablement function for User Operations, setting vision and strategy for internal learning, training, knowledge management, and launch readiness across all support channels.
• Build and grow a high-performing team—recruit top talent, run regular 1:1s and development conversations, and establish clear role expectations and career pathing
• Provide strategic guidance and support to a team of instructional designers as they deliver scalable training programs for internal and outsourced support agents, ensuring readiness across technical, billing, and account access scenarios.
• Oversee the development and maintenance of CX knowledge bases and playbooks, leveraging industry best practices to ensure content is accurate, up-to-date, and easily accessible.
• Leverage AI workflows to drive CX-wide efficiency by automating repetitive tasks, synthesizing information across documents, and streamlining operational processes.
• Track, report, and drive improvements in core CX metrics, tying them directly to existing enablement programs and partnering with Direct Support regional leaders and vendor operations teams to implement targeted enablement interventions.
• Manage sprint planning, prioritization, and the enablement budget (training, tools, contractors), driving operational excellence and making thoughtful trade-offs between strategic bets and urgent needs.
• Develop a framework for CX launch readiness and coach the team to execute it—defining standards, unblocking cross‑functional dependencies, and ensuring the team has the resources and support to deliver.
• Coach, mentor, and develop a high-performing, high-trust team, fostering a culture of collaboration, candid feedback, and operational excellence.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed