AI-Driven Product Quality & CX Ops Manager

Jobtailor; California (MO); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor is seeking a seasoned professional to manage critical user experiences and internal workflows to improve product quality and customer satisfaction. You will influence feature development and support end users at scale, while optimizing bug-reporting funnels and escalation processes.

You will collaborate with Product and Engineering to measure CX impact, use data to prioritize requests, and contribute to incident management workflows and QA documentation.

Qualifications

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

Responsibilities

• 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

Customer Support Operations

Data Analysis

Incident Management

AI Utilization

Problem Solving

SQL

Notion

Tools

SQL

Job description

Jobtailor is seeking a seasoned professional to manage critical user experiences and internal workflows to improve product quality and customer satisfaction. You will influence feature development and support end users at scale, while optimizing bug-reporting funnels and escalation processes.

You will collaborate with Product and Engineering to measure CX impact, use data to prioritize requests, and contribute to incident management workflows and QA documentation.