Customer Experience Strategy & Operations Manager (NY)

Notion•New York, NY

35d•$210,000 - $250,000•Onsite

About The Position

Our Customer Experience (CX) team empowers customers to discover and realize the full value of Notion, delivering a bestâinâclass customer experience at every touchpoint. CX supports Notion's entire 100M+ user base and solves for a diverse array of users. As RevOps partner to the CX org, you will work closely with our CX Leadership team to lead initiatives that accelerate customer value, own business critical operations, and identify opportunities to improve outcomes at scale. You will lead strategic planning and execution, process design, and identify new ways for the team to improve operational rigor - driving projects from ideation through to execution and working alongside your team to drive change and impact. You will guide and improve demand forecasts and capacity models, lead workforce management strategy, and support AI, automation and tooling investments. Your work will ensure we deliver for our customers today, while making the right strategic bets for tomorrow. We are looking for a strategic, analytical RevOps partner who will work alongside our innovative and results-oriented CX team. This person will be passionate about the CX space, thrive working across teams to get things done, and excited to help us scale Notion customer value to our next phase of growth.

Requirements

8-10+ years in CX Strategy, Customer Operations, Business Operations and Customer-facing leadership roles
Passion for and applied experience in Customer Support and Customer Experience teams
Proven expertise with Excel/gSheet and building capacity models
Analytical skills with the ability to translate data into strategic recommendations
Executive presence and the ability to communicate and influence across audiences and levels (e.g. C-Suite, CX, BizTech, Data, Finance)
Systems-oriented thinker who optimizes processes and builds frameworks for scale
Track record of leading complex, multi-quarter initiatives and building from the ground-up
High ownership mentality, with proven experience tackling ambiguous problems, remaining adaptable and working through complex initiatives across teams
Experience with AI and digital tooling, or strong willingness to learn
BA/BS required; advanced degree preferred

Nice To Haves

Experience with statistical methods, SQL, Tableau, Python and/or other advanced analytics and BI/Dashboarding
Experience with Zendesk, Assembled, Decagon and other customer support platforms
Experience with workforce management and optimization
Experience launching paid service offerings or new business models
Experience designing and measuring experiments and pilots
Experience using Notion or willingness to learn

Responsibilities

Serve as strategic advisor to CX Leadership on end-to-end service model design and planning. Develop analyses and recommendations that inform strategic decisions
Lead through influence and partner across GTM Leadership, BizTech, Data, Finance, RevOps and other stakeholders to get things done together
Guide CX demand forecast and capacity model, delivering headcount and staffing recommendations. Leverage models for forecasting, annual planning, and strategic decisioning. Lead interlock with Finance, Recruiting and CX/GTM Leadership
Support and lead workforce management decisioning. Design and optimize staffing plans, scheduling and resource allocation to maximize efficiency and customer experience
Design and implement processes at scale, including tiering and routing strategies, escalation pathways, and global operating procedures. Support AI, automation and tech stack strategy
Design and drive global operating cadences including KPI reviews that surface risks, trends and opportunities. Execute performance analyses that diagnose root causes and develop recommendations. Partner with Data team to develop new dashboards and insights
Guide development of new paid service offerings including pricing, packaging and margin strategy. Ensure success from design through to launch and ROI measurement.
CX is always innovating! - Design, measure and scale experiments and pilots

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