Customer Experience Strategy & Operations Lead

What You'll Achieve

• Own the execution of the customer support strategy to ensure that the company provides an exceptional customer experience at-scale for all Notion users.
• Identify and implement operating frameworks to streamline customer support operations - including capacity planning, targeting setting, customer segmentation and targeted CX engagements, etc.
• Refine and track key performance metrics (CSAT, FRT, Churn, Usage metrics, etc.) to measure the effectiveness of customer support initiatives.
• Build a robust forecasting and analytics process to determine trends across demand, capacity, churn, ticket volume etc. -- and what we should do about it.
• Help project manage enhancements/changes to tech stack for CX (including Zendesk, Gainsight, Decagon, etc.).
• 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.
• Introduce and track new metrics to ensure our CX business is performing efficiently, predictably and effectively from a financial perspective.
• Operate as both an extension of the CX and RevOps Leadership teams to ensure cross-functional alignment with broader GTM and Company strategy.
• Set annual and semi-annual plans that create customer value at-scale: Guide and define headcount, opex, and OKRs.
• Serve as a strategic trusted advisor to Head of CX and CX Leadership team.

Skills You'll Need to Bring

• 8+ years of experience in customer support and success strategy and operations.
• 3+ years of people leadership experience.
• Passion for improving the Customer 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 are a skilled dots-connector and expert in working collaboratively with cross-functional teams to get things done. 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 leading data engineering, AI and automation teams.
• Positive attitude and enthusiasm to make an impact!