--- title: 'Customer Experience Strategy & Operations Lead at Notion' canonical: 'https://feeny.ai/job/customer-experience-strategy-operations-lead-notion-new-york-gjxs36gtmj31' type: 'job' last_seen: '2026-09-16' --- # Customer Experience Strategy & Operations Lead at Notion - **Company:** [Notion](https://feeny.ai/companies/notion) - **Location:** New York, NY - **Compensation:** $230k–$270k - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-06-15 - **Last confirmed live:** 2026-09-16 - **Apply:** https://jobs.ashbyhq.com/notion/8bb5da67-0b4d-4894-83eb-56d31e9bc662/application **Skills:** Customer Support Strategy, Customer Success Operations, Project Management, Data Analysis, AI Implementation, Zendesk, Gainsight, Decagon, Capacity Planning, Customer Segmentation, Forecasting, Analytics, Data Engineering, AI Automation > Designs and executes customer support strategy to ensure exceptional customer experience at scale. Partners with cross-functional teams to identify customer needs, implement operating frameworks, and leverage AI to improve CX efficiency and effectiveness. ## Job description ## Who We Are Notion is the collaborative AI workspace where teams and agents [think together](https://www.youtube.com/watch?v=vkpYpWfEK5s). 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: The CX Strategy & Ops Lead is responsible for designing & executing the customer support strategy to ensure that the company provides an exceptional customer experience at scale. As a strategic partner to CX Leadership, they will partner with cross-functional teams to identify and prioritize customer needs, pain points, and opportunities for improvement, and develop and implement strategies, programs, processes and technology to deliver high-value, personalized support for a diverse array of users. The CX Strategy & Ops Lead will define and track key performance metrics to measure the effectiveness of customer support initiatives; They'll stay up to date on industry trends and best practices in customer support to ensure Notion is at the leading edge. They will identify areas to leverage AI to increase CX efficiency and effectiveness and maximize the impact of our support offering across both digital and human experiences. They will need to have strong project management skills, excellent communication and interpersonal skills, and be able to work collaboratively with cross-functional teams to bring strategies to life. What You'll Achieve: - Own the execution of the customer support strategy to ensure that the company provides an exceptional customer experience at-scale for all Notion users. - Identify and implement operating frameworks to streamline customer support operations - including capacity planning, targeting setting, customer segmentation and targeted CX engagements, etc. - Refine and track key performance metrics (CSAT, FRT, Churn, Usage metrics, etc.) to measure the effectiveness of customer support initiatives. - Build a robust forecasting and analytics process to determine trends across demand, capacity, churn, ticket volume etc. -- and what we should do about it - Help project manage enhancements/changes to tech stack for CX (including Zendesk, Gainsight, Decagon, etc.). - Influence decision making, problem solving, and programs for CX across programs, projects, and teams. - Continuously automate and scale our customer journey, touch-points, triggers, and playbooks. - Introduce and track new metrics to ensure our CX business is performing efficiently, predictably and effectively from a financial perspective - Operate as both an extension of the CX and RevOps Leadership teams to ensure cross-functional alignment with broader GTM and Company strategy - Set annual and semi-annual plans that create customer value at-scale: Guide and define headcount, opex, and OKRs - Serve as a strategic trusted advisor to Head of CX and CX Leadership team Skills You'll Need to Bring: - 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, with the ability to manage multiple projects simultaneously in a fast-paced, high-growth environment. - Excellent communication and interpersonal skills. You are a skilled dots-connector and expert in working collaboratively with cross-functional teams to get things done. You’re experienced in communicating across levels and audiences, from technical ICs up to C-Suite and/or Board - Strong analytical skills, with the ability to analyze data and make data-driven syntheses, diagnose and scope problems, inform and gain buy-in to recommendations, and track success. - AI-first approach — Experience implementing digital and/or scaled programs to increase efficiency while improving customer outcomes. AI-first approach towards building and implementing RevOps methodologies Nice to Haves: - Bachelor's degree in Business Administration, Marketing, or a related field. - Experience leading customer support and success teams - Experience leading data engineering, AI and automation teams - Positive attitude and enthusiasm to make an impact! 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 San Francisco or New York City, the estimated base salary range for this role is $230,000 - $260,000 per year. By clicking “Submit Application”, I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion’s [Global Recruiting Privacy Policy](https://notion.notion.site/Notion-Global-Recruiting-Privacy-Policy-fc3eb4e829354a26a2bb6fd5e289b550?pvs=74) and [NYLL 144](https://notion.notion.site/Ashby-AI-Bias-Audit-2b0efdeead05803bbbfae159ec86c528). #LI-Onsite 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. Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know. ## About Notion ## Company Overview - **One-liner**: Notion is an all-in-one AI workspace that combines documents, databases, wikis, and project management into a single customizable platform. - **Entity Type**: Private (late-stage; last valuation $11B via secondary tender in January 2026) - **Headquarters**: San Francisco, California, USA - **Founded**: 2013 - **Founders**: Ivan Zhao (CEO), Simon Last (CTO) ## Core Business - **Primary industry**: Productivity software / AI workspace - **Target customers**: B2B and B2C – freelancers, small teams, mid-market, and enterprise organizations - **Mission**: “Make it possible for everyone to shape the tools that shape their lives.” ## Products & Services - **Notion (Core Workspace)**: A flexible SaaS platform that replaces separate tools for notes, docs, knowledge bases, project tracking, and databases. Highly customizable with templates and integrations. - **Notion AI**: Integrated AI assistant for writing, summarizing, brainstorming, and automating workflows within the workspace. - **Notion API & Integrations**: Allows developers to build custom automations and connect Notion with other tools (Slack, Google Drive, Jira, etc.). - **Notion Mail (in development)**: An AI-powered email client that rethinks inbox management, currently in beta. ## Market Standing - **Valuation**: $11 billion (set in a January 2026 secondary tender offer) - **Key Metric**: Total funding approximately $347M (Series D in 2021 at $10B valuation); annual revenue not publicly disclosed - **Notable Investors/Partners**: Index Ventures, Sequoia Capital, Coatue Management, Tiger Global, CRV (past rounds); strategic partnerships with companies like Slack and Google. - **Growth Signals**: Headcount grew from ~800 (2024) to ~1,000 (2026); 148 open roles as of April 2026; global expansion with offices in San Francisco, New York, Dublin, Tokyo, Seoul, Hyderabad, Sydney, and more; heavy investment in AI features and enterprise sales. ## Competitive Advantages - **All-in-one flexibility**: Replaces multiple point solutions (Confluence, Evernote, Trello, etc.) with a single, highly customizable workspace. - **Strong brand loyalty**: High NPS and 4.3/5 Glassdoor rating; 89% of employees would recommend working there. - **AI-native integration**: Notion AI is deeply embedded into the core product, not a bolt-on, giving it an edge over legacy tools. - **Engineering-driven culture**: CEO Ivan Zhao is deeply involved in product details, fostering a craft-obsessed engineering culture. ## Strategic Focus - **AI leadership**: Expanding AI capabilities (AI Capture, AI Workflows, Agentic Search) to make Notion the central hub for both human and AI agent collaboration. - **Enterprise adoption**: Building out sales, customer success, and security features to win larger accounts. - **Global hiring**: Opening new offices in APAC and Europe to support international growth and talent acquisition. - **Product expansion**: Developing new surfaces like Notion Mail and deepening integrations to increase stickiness. ## Why Work Here - **Culture**: Engineering-driven, transparent, and kind. Values include “Customer in every room,” “Own the outcome,” “Why not today?,” and “Direct and kind.” - **Work policy**: Hybrid – required in-office Monday, Tuesday, Thursday; remote flexibility the other two days. Offices in major global cities. - **Compensation**: Competitive – median engineer total compensation ~$330K, top-end ~$735K (2026 data). Includes equity, bonuses, and benefits. - **Benefits**: Fully covered medical/dental/vision, flexible PTO, paid parental leave, mental health services (therapy, coaching), family-forming/fertility support, monthly lifestyle stipend, learning & development funds, commuter benefits, retirement plan with match, and more. - **Growth**: 148 open roles across engineering, product, design, sales, customer experience, and more – strong signal of active scaling. - **Diversity & Inclusion**: Explicit DEI programs, gender affirmation funds, and a commitment to building a diverse team. ## Sources 1. [Notion Careers Page](https://www.notion.com/careers) 2. [Notion Open Positions (Ashby)](https://jobs.ashbyhq.com/notion) 3. [JobsByCulture – Working at Notion in 2026](https://jobsbyculture.com/blog/working-at-notion-2026) 4. [Built In – Notion Company Profile](https://builtin.com/company/notion) 5. 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