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Customer Experience Strategy & Operations Lead

NotionNew York, New YorkRevenue Operations & Strategy
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Salary
$230K - $260K USD
Job type
Full-time
Work mode
Remote
Posted
15 Jun 2026
Status
Open · checked 7d ago

About this role

Role Overview

The Customer Experience Strategy & Operations Lead at Notion is a full-time remote position based out of New York, New York, focusing on designing and executing customer support frameworks at scale. This role suits an experienced operations professional who can partner with leadership to optimize support efficiency and deliver personalized user experiences.

Key Responsibilities

Own the execution of the customer support strategy to deliver exceptional, scalable experiences for all users.
Implement operating frameworks covering capacity planning, target setting, and customer segmentation.
Build robust forecasting and analytics processes to monitor trends in demand, ticket volume, churn, and capacity.
Manage enhancements and changes to the customer experience technology stack, including tools like Zendesk, Gainsight, and Decagon.
Automate and scale the customer journey, touchpoints, triggers, and playbooks.
Set annual and semi-annual plans determining headcount, operating expenses, and OKRs to create customer value.

Requirements

Bring a minimum of 8 years of professional experience in customer support and success strategy and operations.
Possess at least 3 years of direct people leadership experience.
Demonstrate strong project management abilities to handle multiple initiatives simultaneously in a fast-paced environment.
Exhibit exceptional communication and interpersonal skills suited for cross-functional collaboration.
Show strong analytical skills to translate data into actionable insights and secure buy-in for recommendations.
Apply an AI-first approach with experience implementing digital programs to boost efficiency and customer outcomes.

Nice to Have

Hold a bachelor's degree in Business Administration, Marketing, or a related field.
Bring prior experience leading customer support and success teams.
Demonstrate past success leading data engineering, AI, and automation teams.

Skills and Tools

Project management and cross-functional leadership
Data analysis, forecasting, and metric tracking (CSAT, FRT, Churn, Usage metrics)
AI-first operational methodologies and automation
Familiarity with customer experience software stack including Zendesk, Gainsight, and Decagon

Salary and Benefits

Estimated base salary range of $230,000 to $260,000 per year for candidates based in New York City.
Highly competitive cash compensation, equity, and comprehensive benefits packages.

About the Company

Notion builds a collaborative AI workspace where teams and agents think together, housing knowledge, projects, meetings, and AI tools in one centralized platform. Millions of individuals, small teams, and large enterprises rely on the platform to streamline work and reduce fragmentation.

How to Apply

Interested candidates should visit the official Notion careers page to submit an application for this role.

Questions candidates ask

What is the location of the Customer Experience Strategy & Operations Lead role?

The role is based in New York, New York, with remote work options available.

What is the salary range for this position in New York City?

The estimated base salary range for candidates based in New York City is $230,000 to $260,000 per year.

How many years of experience are required?

Candidates must have 8 or more years of experience in customer support and success strategy and operations, along with 3+ years of people leadership experience.

What tools are part of the customer experience tech stack mentioned?

The tech stack includes tools such as Zendesk, Gainsight, and Decagon.

How do I apply for the job?

You can apply by visiting the official Notion careers page and submitting your application online.

Ready to apply?

The application is on the official Notion careers page.

Apply on company site