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Customer Experience Strategy & Operations Lead
Full-time
The CX Strategy & Ops Lead is responsible for designing and executing the customer support strategy so the company delivers an exceptional customer experience at scale. As a strategic partner to CX Leadership, you will work with cross-functional teams to identify and prioritize customer needs, pain points, and opportunities, then develop strategies, programs, processes, and technology to deliver high-value, personalized support. You will define key performance metrics, stay ahead of industry trends, and identify where AI can increase CX efficiency and effectiveness across digital and human experiences.
What You'll Achieve
Own execution of the customer support strategy to deliver an exceptional experience at scale for all Notion users.
Implement operating frameworks to streamline support operations, including capacity planning, target setting, and customer segmentation.
Refine and track key metrics (CSAT, FRT, Churn, usage) and build forecasting and analytics around demand, capacity, churn, and ticket volume.
Project manage enhancements to the CX tech stack, including Zendesk, Gainsight, and Decagon.
Continuously automate and scale the customer journey, touch-points, triggers, and playbooks.
Operate as an extension of CX and RevOps leadership to ensure alignment with broader GTM and company strategy.
Skills You'll Need
8+ years of experience in customer support and success strategy and operations, plus 3+ years of people leadership.
Strong project management skills with the ability to manage multiple projects in a fast-paced, high-growth environment.
Excellent communication skills across levels, from technical ICs to C-suite and board.
Strong analytical skills to make data-driven syntheses, scope problems, and gain buy-in.
An AI-first approach to implementing scaled programs that improve efficiency and customer outcomes.
