Technical Enablement Manager, Customer Experience

Notion; New York (NY); On-site; USD 160,000 - 185,000; Full time

Benefits offered by this job

Competitive cash compensation

Equity

Benefits

Job summary

Notion is seeking a Technical Enablement Manager based in New York City to own the learning and training experience for its global customer experience teams. This role involves creating enablement strategies, content, and programs to ensure top-quality customer support.

The ideal candidate should have over 7 years of experience in managing enablement programs and a solid background in content strategy and instructional design. The position offers a competitive salary ranging from $160,000 to $185,000 annually.

Qualifications

• 7+ years of experience building and leading enablement programs, ideally for customer-facing teams.
• Proven experience in designing and maintaining scalable learning experiences.
• Ability to translate complex changes into clear learning materials.

Responsibilities

• Own end-to-end CX enablement for a business vertical.
• Develop and maintain comprehensive training materials.
• Lead launch readiness for product launches.

Skills

Program ownership

Content strategy

Instructional design

Measurement and critical thinking

Cross-functional influence

AI literacy

Job description

Who We Are

Notion is the collaborative AI workspace where teams and agents think together. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion.

Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work.

About the Role:

We’re looking for a Technical Enablement Manager to own the end-to-end learning, knowledge, and training experience for Notion’s global customer experience (CX) teams—spanning onboarding, change management, and continuous learning. This is an opportunity to build, lead and innovate on programs that ensure customer-facing support teams have the knowledge, skills and processes they need to consistently deliver high-quality support experiences to Notion customers. You’ll set the enablement strategy, partnering closely with CX leadership and cross-functional partners to identify skill, knowledge and process gaps, and translate those needs into durable enablement solutions—content, workflows, and programs.

This role is based in New York City, USA. We work from our offices on Mondays, Tuesdays and Thursdays (our Anchor Days) because we do our best thinking and building together in person. We’re looking for someone who’s excited to work alongside the team during those days.

What You'll Achieve:

• Own end-to-end CX enablement for a business vertical: define learning outcomes, readiness expectations, and content strategy across the learning journey (onboarding → proficiency → change management → continuous improvement).
• Develop and maintain training and knowledge content: take a holistic approach to the learning experience, producing and maintaining comprehensive “enablement kits”, including content creation and maintenance for training materials, knowledge base resources, SOPs, support comms, etc.
• Build and evolve onboarding: design journeys that reduce time-to-productivity and improve role readiness.
• Lead launch readiness: translate product launches into clear readiness plans, content, and delivery for customer-facing teams.
• Measure impact and iterate: define, track and continuously improve training outcomes (readiness, QA outcomes, time-to-productivity, ticket quality, etc) while aligning to wider CX goals (CSAT, ART, productivity metrics, etc); report outcomes to stakeholders and leadership.

Skills You’ll Need to Bring:

• Program ownership: 7+ years experience building and leading onboarding and ongoing enablement programs (ideally for support, CX, or other customer-facing teams).
• Strong content strategy + knowledge management: proven experience designing and maintaining scalable, durable learning and knowledge experiences, not just create one-off trainings; able to build and maintain a comprehensive library of training content, activities, knowledge base articles, and team-wide communications.
• Instructional design capability: able to translate complex product/process changes into clear, role-relevant learning and documentation.
• Measurement + critical thinking: comfort using metrics to define success, identify opportunities and measure impact; make data-informed decisions that proactively address performance gaps and continuously improve programs and performance outcomes.
• Cross-functional influence + operational rigor: skilled at aligning multiple partners, driving timelines, and building repeatable processes across multiple workstreams in an evolving tech landscape.
• AI literacy + excellent communication: curious and pragmatic about using AI tools in day-to-day workflows (content creation, knowledge ops, analysis/QA), with good judgment and oversight; clear writing, strong facilitation, and ability to tailor messaging to different audiences.

Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in New York City, the estimated base salary range for this role is $160,000- $185,000 per year.

A Note on AI

You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when that’s the case, we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better, and make their work easier for others to build on.

Equal Opportunity & Accommodations

We hire talented people from a wide range of backgrounds. If you’re excited about this role but don’t meet every bullet, we still encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter know.