operations
Posted 6 hours agoCustomer Experience Strategy & Operations Lead
at Notion
New York, United StatesRemote
Responsibilities
- - Identify and implement operating frameworks to streamline customer support operations - including capacity planning, targeting setting, customer segmentation and targeted CX engagements, etc.
- - Build a robust forecasting and analytics process to determine trends across demand, capacity, churn, ticket volume etc.
Requirements
- We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented.
- Each and every team of Notinos is working to set the standard for how humans work together in the AI era.
- From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work.
- They will identify areas to leverage AI to increase CX efficiency and effectiveness and maximize the impact of our support offering across both digital and human experiences.
- They will need to have strong project management skills, excellent communication and interpersonal skills, and be able to work collaboratively with cross-functional teams to bring strategies to life.
- -- and what we should do about it - Help project manage enhancements/changes to tech stack for CX (including Zendesk, Gainsight, Decagon, etc.).
- 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’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 NICE TO HAVES: - Bachelor's degree in Business Administration, Marketing, or a related field. -
- Experience leading customer support and success teams -
Experience
- experience in customer support and success strategy and operations. - 3+ years of people leadership
Benefits
- Experience leading data engineering, AI and automation teams - Positive attitude and enthusiasm to make an impact! Notion is committed to providing highly competitive cash compensation, equity, and benefits.
- The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s
Additional details
- Millions of individuals, small teams, and large companies run their work on Notion.
- Notinos (our employees) are customer zero in bringing this future of work to life.
- We care about craft, building things that last, and the belief that great work is still fundamentally human.
- ABOUT THE ROLE: The CX Strategy & Ops Lead is responsible for designing & executing the customer support strategy to ensure that the company provides an exceptional customer experience at scale.
- As a strategic partner to CX Leadership, they will partner with cross-functional teams to identify and prioritize customer needs, pain points, and opportunities for improvement, and develop and implement strategies, programs, processes and technology to deliver high-value, personalized support for a diverse array of users.
- The CX Strategy & Ops Lead will define and track key performance metrics to measure the effectiveness of customer support initiatives; They'll stay up to date on industry trends and best practices in customer support to ensure Notion is at the leading edge.
- WHAT YOU'LL ACHIEVE: - Own the execution of the customer support strategy to ensure that the company provides an exceptional customer
- - Refine and track key performance metrics (CSAT, FRT, Churn, Usage metrics, etc.) to measure the effectiveness of customer support initiatives.
- - 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.