Customer Experience Enablement Leader

ABOUT US:

Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money.

In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays, Tuesdays, and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays.


ABOUT THE ROLE:

As our customer base expands across regions and industries, we are committed to ensuring every user has easy access to high-quality support and product education. This is essential for helping customers get the most out of Notion, whether they're just starting out or managing complex, enterprise-level deployments. To keep pace with this growth and evolving customer needs, we are seeking a Leader to lead CX Enablement within our User Operations team.

As the Customer Experience Enablement Leader, you will lead a team in User Operations focused on equipping both internal and BPO (Business Process Outsourcing) support agents to deliver exceptional customer experiences across a wide variety of support scenarios—from Enterprise-level technical troubleshooting to complex billing and account access issues. You will own the end-to-end enablement strategy, managing programs that span internal learning, vendor training, knowledge management, and launch operations. We're seeking a hands-on leader with expertise in one or more of these areas who can coach team members, provide meaningful feedback, and step in directly to support high-priority initiatives when needed.

This is a highly cross-functional role requiring close partnership with Direct Support regional leaders, vendor operations, Product, Engineering, and other stakeholders. You will be a critical voice in leadership discussions around improving core CX metrics (CSAT, time to resolution), driving process and tooling efficiencies, investing in new AI workflows, and evolving our support model to meet customer needs. A key priority will be leveraging Notion’s own AI features to drive internal efficiency and deliver customer value.


WHAT YOU'LL ACHIEVE:

- Lead the CX Enablement function for User Operations, setting vision and strategy for internal learning, training, knowledge management, and launch readiness across all support channels.

- Build and grow a high-performing team—recruit top talent, run regular 1:1s and development conversations, and establish clear role expectations and career pathing

- Provide strategic guidance and support to a team of instructional designers as they deliver scalable training programs for internal and outsourced support agents, ensuring r