CX Strategy & Ops Lead (AI)

TL;DR

CX Strategy & Ops Lead (AI): Designing and executing the customer support strategy to ensure exceptional user experience at scale with an accent on operational efficiency, data-driven forecasting, and AI integration. Focus on building robust frameworks for capacity planning, automating customer journeys, and partnering with cross-functional teams to drive GTM and company strategy.

Location: Must be based in or able to work from New York, NY or San Francisco, CA (Hybrid)

Salary: $230,000 - $270,000 per year

Company

Notion is a collaborative AI workspace that integrates knowledge, projects, and tools into one unified platform for millions of users.

What you will do

• Own the execution of the customer support strategy to ensure high-quality, scalable user experiences.
• Implement operating frameworks for capacity planning, customer segmentation, and targeted engagements.
• Build robust forecasting and analytics processes to track demand, churn, and ticket volume.
• Manage enhancements to the CX tech stack, including tools like Zendesk, Gainsight, and Decagon.
• Continuously automate and scale customer touch-points, triggers, and playbooks.
• Set annual and semi-annual plans, including headcount, opex, and OKRs, as a strategic advisor to CX leadership.

Requirements

• 8+ years of experience in customer support and success strategy and operations.
• 3+ years of people leadership experience.
• Strong project management skills with the ability to manage multiple initiatives in a high-growth environment.
• Excellent communication skills, capable of influencing stakeholders from technical ICs to C-Suite.
• Strong analytical skills with the ability to diagnose problems and make data-driven recommendations.
• Experience implementing digital or scaled programs using an AI-first approach.

Nice to have

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Experience leading data engineering, AI, and automation teams.

Culture & Benefits

• Competitive cash compensation, equity, and comprehensive benefits package.
• Collaborative environment focused on craft and human-centric work.
• Opportunity to shape the future of work in the AI era.
• Commitment to diversity, equity, and inclusion as an equal opportunity employer.