Notion

Customer Experience Enablement Leader

Notion

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $205,000 - $240,000 per year

Job Level

Senior

About the role

  • 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.

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.
  • 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.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CX enablementcustomer experience managementknowledge management systemscontent strategyknowledge base architectureLearning Management Systems (LMS)data-driven analysiscore CX metricstraining program developmentAI technologies
Soft Skills
analytical skillsproblem-solving skillscommunicationstakeholder managementcross-functional collaborationcoachingmentoringteam developmentcultural awarenesscollaboration