客户体验战略与运营负责人
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Customer Experience Strategy & Operations LeadNotion · New York, New York; San Francisco, California
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发现指数 52/100，仅依据与该职位一起存储的证据计算。
- 新的雇主官方职位
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分数构成
- 时效性 （随职位发布时间变化）+18
- 雇主官方来源+15
- 远程职位+8
- 稀有职位+3
- 公司来源健康度+8
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职位描述
机器翻译我们是谁 Notion 是协作式 AI 工作空间，团队和智能体在这里共同思考。我们正在打造一个统一的地方，让你的知识、项目、会议和 AI 工具并排共存，从而让工作更快速、更清晰、更少割裂。数百万个人、小型团队和大型公司都在 Notion 上运行他们的工作。 Notinos（我们的员工）是实现这一未来工作愿景的零号客户。我们重视匠心、打造经久耐用的东西，并坚信伟大的工作从根本上仍然是人的工作。我们的目标不是发布下一个功能。每一个 Notinos 团队都在努力为 AI 时代人类如何协作树立标准。从构建企业的记录系统，到创建和管理 AI 智能体，再到自动化处理繁琐工作，我们深切关注如何让客户有更多时间投入他们毕生的事业。 关于该职位： CX 战略与运营负责人负责设计并执行客户支持战略，以确保公司大规模提供卓越的客户体验。作为 CX 领导层的战略伙伴，他们将与跨职能团队合作，识别并优先处理客户需求、痛点和改进机会，并制定和实施战略、项目、流程和技术，为多样化的用户群体提供高价值、个性化的支持。CX 战略与运营负责人将定义并跟踪关键绩效指标，以衡量客户支持举措的有效性；他们将紧跟客户支持领域的行业趋势和最佳实践，确保 Notion 处于领先地位。他们将识别利用 AI 提升 CX 效率和效果的机会，并最大化我们的支持服务在数字化和人工体验中的影响。他们需要具备强大的项目管理技能、出色的沟通和人际交往能力，并能够与跨职能团队协作，将战略付诸实践。 你将实现的目标： • 负责客户支持战略的执行，确保公司为所有 Notion 用户大规模提供卓越的客户体验。
• 识别并实施运营框架，以简化客户支持运营——包括容量规划、目标设定、客户细分和有针对性的 CX 互动等。
• 完善并跟踪关键绩效指标（CSAT、FRT、流失率、使用指标等），以衡量客户支持举措的有效性。
• 建立稳健的预测和分析流程，以确定需求、容量、流失、工单量等方面的趋势——以及我们应如何应对
• 帮助对 CX 技术栈的增强/变更进行项目管理（包括 Zendesk、Gainsight、Decagon 等）。
• 在项目、项目和团队中影响 CX 的决策、问题解决和项目。
• 持续自动化并
岗位职责
CX 战略与运营负责人负责设计并执行客户支持战略，以确保公司大规模提供卓越的客户体验。作为 CX 领导层的战略伙伴，他们将与跨职能团队合作，识别并优先处理客户需求、痛点和改进机会，并制定和实施战略、项目、流程和技术，为多样化的用户群体提供高价值、个性化的支持。CX 战略与运营负责人将定义并跟踪关键绩效指标，以衡量客户支持举措的有效性；他们将紧跟客户支持领域的行业趋势和最佳实践，确保 Notion 处于领先地位。他们将识别利用 AI 提升 CX 效率和效果的机会，并最大化我们的支持服务在数字化和人工体验中的影响。他们需要具备强大的项目管理技能、出色的沟通和人际交往能力，并能够与跨职能团队协作，将战略付诸实践。 你将实现的目标： • 负责客户支持战略的执行，确保公司为所有 Notion 用户大规模提供卓越的客户体验。
• 识别并实施运营框架，以简化客户支持运营——包括容量规划、目标设定、客户细分和有针对性的 CX 互动等。
• 完善并跟踪关键绩效指标（CSAT、FRT、流失率、使用指标等），以衡量客户支持举措的有效性。
• 建立稳健的预测和分析流程，以确定需求、容量、流失、工单量等方面的趋势——以及我们应如何应对
• 帮助对 CX 技术栈的增强/变更进行项目管理（包括 Zendesk、Gainsight、Decagon 等）。
• 在项目、项目和团队中影响 CX 的决策、问题解决和项目。
• 持续自动化并扩展我们的客户旅程、触点、触发器和行动手册。
• 引入并跟踪新的指标，以确保我们的 CX 业务在财务层面高效、可预测且有效地运行
• 同时作为 CX 和 RevOps 领导团队的延伸，确保与更广泛的 GTM 和公司战略保持跨职能一致
• 制定年度和半年度计划，大规模创造客户价值：指导和定义人员编制、运营支出和 OKR
• 担任 CX 负责人和 CX 领导团队的战略可信顾问
任职要求
• 8 年以上客户支持和成功战略与运营经验。
• 3 年以上人员领导经验
• 对改善客户体验和客户价值充满热情
• 强大的项目管理技能，能够在快节奏、高增长的环境中同时管理多个项目。
• 出色的沟通和人际交往能力。你是善于串联各方的人，也是与跨职能团队协作完成工作的专家。你拥有跨层级和跨受众沟通的经验，从技术型个人贡献者一直到 C 级高管和/或董事会
• 强大的分析能力，能够分析数据并做出数据驱动的综合判断，诊断和界定问题，为建议提供依据并获得认同，并跟踪成功情况。
• AI 优先的方法——拥有实施数字化和/或规模化项目的经验，在提升效率的同时改善客户成果。以 AI 优先的方法构建和实施 RevOps 方法论
加分项： • 工商管理、市场营销或相关领域的学士学位。
• 积极的态度和创造影响的热情！
Notion 致力于提供极具竞争力的现金薪酬、股权和福利。该职位提供的薪酬将基于多种因素，例如地点、职位的范围和复杂性，以及候选人的经验和专业知识，并可能不同于下方提供的范围。对于位于旧金山或纽约市的职位，该职位的预估基本薪资范围为每年 $230,000 - $260,000。 点击“提交申请”，即表示我理解并同意 Notion 及其关联公司和子公司将根据 Notion 的全球招聘隐私政策和 NYLL 144 收集和处理我的信息。 #LI-Onsite 关于 AI 的说明 你不需要对每个职位都具备深厚的 AI 专业知识，但我们确实期望每一位 Notino 都具备求知欲，热衷于动手尝试和探索，并乐于将 AI 作为工作中的真正协作者。对于某些职位，AI 熟练度是核心要求——如果是这种情况，我们会在任职资格中明确说明。在这里如鱼得水的人不会把 AI 当作新奇事物。他们用它来更好地思考，并让他人更容易在他们的工作基础上继续构建。 平等机会与便利安排 我们聘用来自广泛背景的优秀人才。如果你对这个职位感到兴奋，但并非每一项要求都满足，我们仍然鼓励你申请。Notion 是提供平等机会的雇主，不会基于任何受法律保护的特征进行歧视。根据适用法律，我们会考虑有逮捕和定罪记录的合格申请人。Notion 在申请过程中提供合理的便利安排；如果你需要，请告知你的招聘人员。 Notion 自豪地成为提供平等机会的雇主。我们在招聘或任何雇佣决定中不会基于种族、肤色、宗教、国籍、年龄、性别（包括怀孕、分娩或相关医疗状况）、婚姻状况、血统、身体或精神残疾、遗传信息、退伍军人身份、性别认同或表达、性取向或其他适用的受法律保护特征进行歧视。Notion 会根据适用的联邦、州和地方法律考虑有犯罪历史的合格申请人。Notion 还致力于在我们的求职申请流程中为符合条件的残障人士和残障退伍军人提供合理的便利安排。如果你因残障需要帮助或便利安排，请告知你的招聘人员。
以上内容由机器翻译自动生成，可能存在错误；投递前请以雇主原文为准。
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职位描述
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: 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
岗位职责
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
任职要求
• 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.
• 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 and NYLL 144 . #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.