Customer Experience Strategy & Operations Manager (NY) at Notion
Interview Preparation Plan
This role is responsible for partnering with the Customer Experience (CX) Leadership team to drive initiatives that accelerate customer value and improve outcomes at scale. The manager will own business-critical operations, lead strategic planning and execution, and design processes to enhance operational rigor. This involves guiding demand forecasts and capacity models, leading workforce management strategy, and supporting investments in AI, automation, and tooling. The ideal candidate will be a strategic, analytical RevOps partner who is passionate about the CX space and thrives in a cross-functional environment. They will be instrumental in ensuring that the CX team delivers exceptional experiences today while making sound strategic decisions for the future. The role requires a systems-oriented thinker who can optimize processes and build scalable frameworks.
Key Responsibilities
- Lead strategic planning and execution for the CX organization.
- Own and improve business critical operations, including demand forecasts and capacity models.
- Develop and implement workforce management strategies.
- Drive process design and operational rigor within the CX team.
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