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Customer Experience Strategy & Operations Lead

Notion· Revenue Operations & Strategy
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Hybrid (New York, New York), Hybrid (San Francisco, California)$230k - $260kFull-timePosted 4mo ago

About the role

CX Strategy & Ops Lead responsible for designing and executing Notion's customer support strategy at scale, partnering with CX leadership and cross-functional teams to improve customer experience, implement programs and processes, and leverage AI to enhance efficiency and outcomes.

Responsibilities

  • Own the execution of the customer support strategy to ensure that the company provides an exceptional customer experience at-scale for all Notion users.
  • Identify and implement operating frameworks to streamline customer support operations - including capacity planning, targeting setting, customer segmentation and targeted CX engagements, etc.
  • Refine and track key performance metrics (CSAT, FRT, Churn, Usage metrics, etc.) to measure the effectiveness of customer support initiatives.
  • Build a robust forecasting and analytics process to determine trends across demand, capacity, churn, ticket volume etc. -- and what we should do about it
  • Help project manage enhancements/changes to tech stack for CX (including Zendesk, Gainsight, Decagon, etc.).
  • Influence decision making, problem solving, and programs for CX across programs, projects, and teams.
  • Continuously automate and scale our customer journey, touch-points, triggers, and playbooks.
  • Introduce and track new metrics to ensure our CX business is performing efficiently, predictably and effectively from a financial perspective
  • Operate as both an extension of the CX and RevOps Leadership teams to ensure cross-functional alignment with broader GTM and Company strategy
  • Set annual and semi-annual plans that create customer value at-scale: Guide and define headcount, opex, and OKRs
  • Serve as a strategic trusted advisor to Head of CX and CX Leadership team

Qualifications

  • 8+ years of experience in customer support and success strategy and operations.
  • 3+ years of people leadership experience
  • Passion for improving the Customer Experience and Customer Value
  • Strong project management skills, with the ability to manage multiple projects simultaneously in a fast-paced, high-growth environment.
  • Excellent communication and interpersonal skills. You are a skilled dots-connector and expert in working collaboratively with cross-functional teams to get things done. You’re experienced in communicating across levels and audiences, from technical ICs up to C-Suite and/or Board
  • Strong analytical skills, with the ability to analyze data and make data-driven syntheses, diagnose and scope problems, inform and gain buy-in to recommendations, and track success.
  • AI-first approach — Experience implementing digital and/or scaled programs to increase efficiency while improving customer outcomes. AI-first approach towards building and implementing RevOps methodologies

Skills

Required:Customer experience strategyOperations managementData analysisProject managementCross-functional collaboration

Benefits

  • Not specified in the description.
Last updated Jul 15, 2026. Interested? Apply on the company site.
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