Notion20 дней назад
Customer Experience Strategy & Operations Lead
Полная занятостьУдалёнка
Обязанности
- 01Own the execution of the customer support strategy to ensure that the company provides an exceptional customer experience at-scale for all Notion users
- 02Identify and implement operating frameworks to streamline customer support operations - including capacity planning, targeting setting, customer segmentation and targeted CX engagements, etc.
- 03Refine and track key performance metrics (CSAT, FRT, Churn, Usage metrics, etc.) to measure the effectiveness of customer support initiatives
- 04Build a robust forecasting and analytics process to determine trends across demand, capacity, churn, ticket volume etc. -- and what we should do about it
- 05Help project manage enhancements/changes to tech stack for CX (including Zendesk, Gainsight, Decagon, etc.)
- 06Influence decision making, problem solving, and programs for CX across programs, projects, and teams
- 07Continuously automate and scale our customer journey, touch-points, triggers, and playbooks
- 08Introduce and track new metrics to ensure our CX business is performing efficiently, predictably and effectively from a financial perspective
- 09Operate as both an extension of the CX and RevOps Leadership teams to ensure cross-functional alignment with broader GTM and Company strategy
- 10Set annual and semi-annual plans that create customer value at-scale: Guide and define headcount, opex, and OKRs
- 11Serve as a strategic trusted advisor to Head of CX and CX Leadership team
Требования
- 018+ years of experience in customer support and success strategy and operations
- 023+ years of people leadership experience
- 03Passion for improving the Customer Experience and Customer Value
- 04Strong project management skills, with the ability to manage multiple projects simultaneously in a fast-paced, high-growth environment
- 05Excellent 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
- 06Strong 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
- 07AI-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
Условия
- 01Competitive cash compensation, equity, and benefits
- 02Estimated base salary range $230,000 - $260,000 per year for San Francisco or New York City locations
- 03Compensation based on location, role scope, and candidate experience
- 04Onsite work arrangement (#LI-Onsite)