Customer Experience Strategy & Operations Manager (NY) at Notion

New York, New York, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

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

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
Design, measure and scale experiments and pilots

Skills

Key technologies and capabilities for this role

RevOpsCustomer ExperienceStrategic PlanningProcess DesignDemand ForecastingCapacity PlanningWorkforce ManagementAIAutomationToolingOperationsAnalytics

Questions & Answers

Common questions about this position

What is the work location and office policy for this role?

The role is based in New York (NY) and requires all team members to work from Notion's offices on Mondays and Thursdays, known as Anchor Days, with certain teams or positions possibly requiring additional in-office days. In-person collaboration is essential to Notion's culture.

What salary or compensation does this position offer?

This information is not specified in the job description.

What key skills and qualities are needed for this role?

The role requires being strategic and analytical, with strong abilities in leading through influence, partnering across teams, process design, demand forecasting, capacity modeling, workforce management, and supporting AI and automation strategies.

What is Notion's company culture like?

Notion emphasizes in-person collaboration as essential to its culture, with required office days on Mondays and Thursdays. The CX team is described as innovative and results-oriented.

What makes a strong candidate for this Customer Experience Strategy & Operations Manager role?

A strong candidate is a strategic, analytical RevOps partner passionate about CX, who thrives in cross-team collaboration, and has expertise in strategic planning, process design, demand forecasting, capacity modeling, and workforce management to scale customer value.

Notion

Versatile productivity and collaboration platform

About Notion

Notion is a workspace platform designed to enhance productivity and collaboration for a wide range of users, from startups to large enterprises. It combines various tools into a single platform, allowing teams to write, plan, and share their work efficiently. Users can start with a free version and upgrade to paid plans as their needs grow. Key features include customizable notes and documents, project management tools, and a drag-and-drop interface for easy page creation. Notion also includes an AI-powered Q&A feature that provides instant answers to user queries, helping to centralize knowledge. The platform supports multiple languages and has a strong global community that contributes content and organizes events.

San Francisco, CaliforniaHeadquarters

2016Year Founded

$325.9MTotal Funding

LATE_VCCompany Stage

Enterprise Software, AI & Machine LearningIndustries

5,001-10,000Employees

Benefits

Medical, dental & vision insurance

PTO

Mental health & wellbeing package

Parental leave

Fertility coverage

Retirement matching

Commuter benefits

Monthly stipend

Risks

Increased competition from AI-enhanced tools like Evernote.

Potential trust issues with AI features due to factual inaccuracies.

User resistance to adopting new productivity tools.

Differentiation

Notion combines note-taking, task management, and databases into a single platform.

The platform offers customizable workspaces for personal and collaborative use.

Notion AI assists with tasks like text generation and predictive analytics.

Upsides

Integration with Slack and Google Drive enhances workflow automation.

Acquisition of Skiff strengthens Notion's privacy offerings.

Standalone apps like Notion Calendar expand Notion's modular productivity solutions.

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