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

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Hard Skills

customer support strategyoperating frameworkskey performance metricsforecastinganalyticsproject managementautomationdigital programsscaled programsefficiency improvement

Soft Skills

people leadershipcommunicationinterpersonal skillsanalytical skillsinfluenceproblem solving

Industry Keywords

customer experiencecustomer journeycustomer successCXmetrics trackingtrend analysisoperational efficiency

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