Head of User Operations
Confirmed live in the last 24 hours
Notion

501-1,000 employees

All-in-one workplace platform
Company Overview
Notion's mission is to make toolmaking ubiquitous. The company operates an all-in-one productivity platform that enables users to create tools and collaborate easily.
B2B

Company Stage

Series C

Total Funding

$345.4M

Founded

2016

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

2%

1 year growth

4%

2 year growth

92%
Locations
San Francisco, CA, USA • New York, NY, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
SQL
Data Analysis
CategoriesNew
Operations & Logistics
Requirements
  • 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 careers
  • Strong data reporting and data analytics skills, including SQL and ability to influence through data
  • Extremely user-focused, a passion for solving hard problems that increase the user quality of life
  • Experience building robust and scalable processes spanning across go-to-market and technical teams
  • Ability to deep dive and own projects individually while also delegating and empowering team members to deliver
Responsibilities
  • Take over a small but might team, communicate a clear vision for User Operations at Notion and hire key roles to support this vision
  • Manage 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 business
  • Iterate and expand our current user insights and customer voice of the customer program to both improve agent experience and productivity and end-user experience
  • Build 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 scale
  • Oversee our Partner/Community support programs through delivering insights, support and management of the ambassadors and community via slack and zendesk