Customer Experience Strategy & Operations Lead - Notion

About the Role

The CX Strategy & Ops Lead is responsible for designing and executing the customer support strategy to ensure an exceptional customer experience at scale. As a strategic partner to CX Leadership, you will collaborate with cross-functional teams to identify customer needs, pain points, and opportunities for improvement. You will define key performance metrics, leverage AI to increase efficiency, and implement operating frameworks to streamline support operations.

What You'll Achieve

• Strategy Execution: Own the customer support strategy to ensure exceptional experiences at scale.
• Operational Excellence: Implement frameworks for capacity planning, target setting, and customer segmentation.
• Analytics & Forecasting: Build robust processes to track CSAT, FRT, Churn, and usage metrics, and forecast demand and capacity.
• Tech Stack Management: Project manage enhancements to the CX tech stack (e.g., Zendesk, Gainsight, Decagon).
• Cross-Functional Leadership: Act as a trusted advisor to the Head of CX and align CX initiatives with broader GTM and company strategy.
• AI Integration: Continuously automate and scale the customer journey using an AI-first approach.
• Planning: Set annual and semi-annual plans, including headcount, opex, and OKRs.

Skills You'll Need

• 8+ years of experience in customer support/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, with experience presenting to C-Suite and Board-level stakeholders.
• Strong analytical skills and a data-driven approach to problem-solving.
• AI-first mindset: Experience implementing digital/scaled programs to improve customer outcomes.

Nice to Haves

• Bachelor's degree in Business Administration, Marketing, or related field.
• Experience leading data engineering, AI, or automation teams.
• Enthusiasm for making a measurable impact.