Notion · 3 hours ago
Customer Experience Strategy & Operations Manager (NY)
New York, NY
Full-time
Onsite
Senior Level, Lead/Staff
$210K/yr - $250K/yr
8+ years expNotion helps you build beautiful tools for your life’s work. The Customer Experience Strategy & Operations Manager will empower customers to realize the full value of Notion by leading strategic initiatives, optimizing processes, and improving operational efficiency to enhance customer experience.
AppsCollaborationProduct ManagementReal TimeSoftware
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
Qualification
Required
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
Preferred
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
Benefits
Competitive cash compensation
Equity
Benefits
Company
Notion
Notion is a workspace platform that offers note-taking, collaboration, task management, wikis, and databases.
501-1000 employees
H1B Sponsorship
Notion has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (23)
2023 (9)
2022 (22)
2021 (7)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$343.2MKey Investors
Index VenturesFirst Round Capital
2021-10-08Series C· $275M
2020-04-02Series B· $50M
2019-07-08Series A· $18.2M
Leadership Team
Akshay Kothari
Co-Founder
Ha Nguyen
Head of Demand Generation
Recent News
Index Ventures
2025-12-30
felicis.com
2025-12-29
2025-12-19
Company data provided by crunchbase