Customer Experience Operations & Workforce Manager

Notion • San Francisco, CA

6d • $185,000 - $215,000 • Onsite

About The Position

The Customer Experience team listens to our customers, anticipates their needs, and delivers measurable value at every touchpoint. Our Direct Support and Vendor Operations functions are critical to delivering this value for our customers through human touch. As CX Operations & Workforce Manager, you ensure these teams have the foresight, data, and recommendations they need to support our growing user base.
In this role, you will build and own business-critical forecasting models, staffing plans and systems, and operating rhythms that help us consistently meet and exceed CX SLAs, while improving overall organizational efficiency and customer impact over time. Your work will directly inform annual and semi-annual investment strategy, quarterly volume projections, hiring and budget commitments, and day-to-day staffing plans that ensure we achieve CX goals.
You sit at the center of CX’s operational foundation: You architect and set effective workforce management plans, process and systems, track performance, lead operating rhythms, and ensure leadership has the right visibility to drive decisions at the right time. Beyond working closely with CX Leadership, you partner closely with other RevOps partners, Business Technology, Finance, Recruiting and more to bring this work to life.
This is a hands-on role great for someone who loves process and precision, enjoys systems thinking, is passionate about the customer experience, and eager to continuously evolve and innovate our CX operation in the age of AI and automation.

Requirements

• Strong customer empathy and a passion for support quality and the end-user experience
• Proven experience in forecasting, modeling, and developing capacity and staffing plans
• Experience building processes, systems, and operational structures for scale
• Experience developing and leading operating cadences that provide visibility into performance, trends and drivers, and guide leadership decision-making
• Experience and passion for hands-on operational systems work (workforce management)
• Track record of identifying opportunities to improve, automate, and innovate systems and workflows
• Ability to communicate effectively across audiences and levels, up to leadership
• You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.

Nice To Haves

• Experience with Zendesk, Assembled or Decagon
• Background in Finance or Analytics
• Experience supporting senior leadership
• Experience with vendor operations and scaled support
• Experience forecasting event-driven demand for high-velocity product organizations

Responsibilities

• Forecasting & staffing plans: Own forecasting models and staffing recommendations for vendor and in-house teams, providing clear visibility into options and tradeoffs.
• Workforce management: Lead weekly and monthly WFM operations, working hands-on to build, manage and scale workforce management systems. Set staffing plans, partner with vendor operations and regional leads to drive alignment and adherence, and identify trends calling for leadership action.
• Budget management & predictability: Drive budget projections and precision, regularly evaluate variances vs. plan, and feed insights back into operational processes and decision-making to continuously improve them.
• Operating cadence & rhythm: Lead and improve core operating rhythms such as KPI reviews, forecast reviews, and forecast vs. actuals discussions, building predictable, high-quality decision-making cadences with clear preparation, interlocks, and rhythm.
• Cross-functional partnership: Collaborate closely with CX leadership and partners in Business Technology, Data, Finance, and Recruiting Operations to execute thoughtfully.
• Process development & scaling: Use insights to develop new processes and policies that help the CX org scale as the business evolves, partnering with CX and cross-functional teams to bring them to life.

What This Job Offers

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