Technical Quality Program Manager

What You'll Achieve

• Manage critical user experiences and internal workflows focused on improving product quality, influencing the development of new features, and supporting end users at scale.
• Continuously improve Notion’s bug-reporting and feature request funnels, from user-facing intake to escalation, tagging, tracking, reporting, and followup.
• Make data-informed recommendations for how to collect and prioritize feature requests, scale internal escalation processes, and resolve bugs and other product quality issues.
• Collaborate with Product and Engineering teams to measure and drive CX’s bug management effectiveness and efficiency through tooling, process, and training improvements.
• Collaborate with Engineering to improve incident management workflows, ensuring clear escalation paths, timely communication, and effective resolution of customer-impacting issues.
• Build and maintain documentation, trainings, and QA processes for customer support issues related to quality, reliability, performance, and qualitative product feedback.
• Be an advocate for our customers and a thought partner to CX and Product partners.

Skills You'll Need to Bring

• 3-5 years experience in customer support operations, product operations, quality assurance, technical support, customer experience, or related field.
• Demonstrated experience leveraging AI to streamline cross-functional programs or processes.
• Experience working directly with engineers, product managers, or other technical roles as well as CX or customer-facing roles.
• Demonstrated experience solving ambiguous problems and using data to build consensus.
• Previous responsibility tracking and analyzing key operational metrics to ensure KPIs/service goals are met.

Nice to Haves

• Notion product expertise.
• Project Management Professional (PMP) or similar certification.
• Technical knowledge or data querying experience (SQL).
• Experience contributing to the product development process at a software company.