Head of User Operations - New York, NY, United States - Notion Labs

Description

About Us:

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge.

Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day.

At Notion, we want to change this with focus, design, and craft.

We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us.

Today, we're growing fast and excited for new teammates to join us who are the best at what they do.

We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.

Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).

About The Role:

The Head of User Operations will be responsible for building and managing a team driving external support operations to improve our product and service both for end users and internal stakeholders.

This includes launch readiness for support operations and enablement, delivering actionable CX insights and Voice of the Customer program for continuous improvement.

Additionally, a focus on running our partners and community support programs and our incident response process.

This role involves collaborating closely with Product and Engineering to establish a robust product feedback loop, as well as partnering with our scaled support teams to enable and improve productivity and satisfaction.

The successful candidate should have extensive experience turning data into solutions, designing and shipping processes with technical teams and managing high-performing teams of various levels.

What You'll Achieve:

Take over a small but might team, communicate a clear vision for User Operations at Notion and hire key roles to support this visionManage and make necessary changes to the CX internal incident response process and rotation schedule.

Own, coordinate and ship all external user communications about incidents, outages across Go-to-Market teams.

Ensure a robust foundational framework for customer feedback data so that we're measuring, communicating and actioning on what matters most.

Be the ambassador for CX advocacy through a combination of quantitative data-driven reporting and high level programs to share trends and build user empathy across the businessIterate and expand our current user insights and customer voice of the customer program to both improve agent experience and productivity and end-user experienceBuild and shape the launch readiness process for support operations, including providing inputs in the inception phase of launches/projects/experiments and sizing potential user impact through data, project management and coordination of team enablement.

Partner with Engineering teams to update our process for tasks/bug triage, investigation and escalation for scaleOversee our Partner/Community support programs through delivering insights, support and management of the ambassadors and community via slack and zendeskSkills You'll Need to Bring:8+ years of work experience leading an analytical function such as User Insights, Product Operations, CX Operations, Voice of the Customer, etc.2+ years experience building and leading teams with talents at various levels in their careersStrong data reporting and data analytics skills, including SQL and ability to influence through dataExtremely user-focused, a passion for solving hard problems that increase the user quality of lifeExperience building robust and scalable processes spanning across go-to-market and technical teamsAbility to deep dive and own projects individually while also delegating and empowering team members to deliverNice to Haves:Proficiency with analytical tools such as Tableau, Hex, and EnterpretFamiliarity with NotionStrong technical capability and written communication skills, and a proven ability to turn complex ideas into easily understood conceptsWe hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers.

If you're excited about a role but your past experience doesn't align perfectly with every bullet point listed in the job description, we still encourage you to apply.

If you're a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

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.
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 $157, ,000 per year.