Customer Experience Enablement Leader

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.