Customer Experience Strategy – Operations Lead

Notion

Lead customer experience strategy and operations for Notion, ensuring exceptional support at scale. Collaborate with cross-functional teams to improve customer outcomes using AI and data-driven insights.

Posted 6/15/2026full-timeNew York City • California, New York • 🇺🇸 United StatesSenior💰 $230,000 - $270,000 per yearWebsite

About the role

Key responsibilities & impact

Own the execution of the customer support strategy to ensure an exceptional customer experience at-scale.
Identify and implement operating frameworks to streamline customer support operations.
Refine and track key performance metrics to measure effectiveness.
Build a robust forecasting and analytics process to determine trends.
Help project manage enhancements/changes to the tech stack for CX.
Influence decision making and problem solving across projects and teams.
Continuously automate and scale our customer journey.

Requirements

What you’ll need

8+ years of experience in customer support and success strategy and operations.
3+ years of people leadership experience
Strong project management skills
Excellent communication and interpersonal skills
Strong analytical skills
AI-first approach — Experience implementing digital and/or scaled programs to increase efficiency while improving customer outcomes.

Benefits

Comp & perks

Competitive cash compensation
Equity
Health insurance
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer support strategyoperating frameworkskey performance metricsforecastinganalyticsproject managementautomationdigital programsscaled programsefficiency improvement

Soft Skills

people leadershipcommunicationinterpersonal skillsanalytical skillsinfluenceproblem solving