CX Strategy & Ops Leader — AI-Driven, Scaled Experience

Find Operators; New York, Northern (NY, KY); Hybrid; USD 230,000 - 260,000; Full time

Job summary

Notion is seeking a CX Strategy & Ops Lead to design and execute the customer support strategy at scale, partnering with CX Leadership and cross-functional teams to deliver high-value, personalized support for a diverse user base.

The role requires 8+ years in customer support strategy and 3+ years of people leadership, with a strong AI-first mindset to improve efficiency and outcomes. Strong communication and program management skills are essential.

Qualifications

• 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 in a fast-growth environment.
• Excellent communication and interpersonal skills across levels, from ICs to C-Suite.
• AI-first approach to scale CX programs and RevOps.

Responsibilities

• Own the execution of the customer support strategy at scale.
• Identify and implement operating frameworks for CX operations.
• Refine and track KPIs (CSAT, FRT, Churn, Usage, etc.).
• Build forecasting and analytics to spot trends in demand and capacity.
• Lead CX tech stack enhancements (Zendesk, Gainsight, Decagon).
• Influence cross-functional decision making and programs for CX.

Skills

CX Strategy

Operations Leadership

Project Management

Cross-functional Collaboration

Data Analysis

AI-first Approach

Education

Bachelor’s degree in Business Administration or related field

Tools

Zendesk

Gainsight

Decagon

Job description

Notion is seeking a CX Strategy & Ops Lead to design and execute the customer support strategy at scale, partnering with CX Leadership and cross-functional teams to deliver high-value, personalized support for a diverse user base.

The role requires 8+ years in customer support strategy and 3+ years of people leadership, with a strong AI-first mindset to improve efficiency and outcomes. Strong communication and program management skills are essential.