Digital Strategy Lead

Location

New York, New York, San Francisco, California

Employment Type

Full time

Department

Customer Experience

About Us :

Notion helps you build beautiful tools for your lifes 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 emailwith 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 and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in?office workdays.

About The Role :

Were hiring for a Senior Lead to define and execute Notions CX Digital Strategy across the post?sales journey. This role operates like a product leader for digital CX : owning the strategy, roadmap, and outcomes for our scalable customer experiences across channels such as Help Center, Chatbot / AI, in?product education, lifecycle, and social. Youll orchestrate a cross?functional pod spanning User Operations, Direct Support, RevOps, Marketing, and CX Engineering to deliver an industry?leading, AI?powered support experience that measurably improves self?serve resolution, CSAT, FRT / SLA adherence, and cost to serve.

We're looking for a community lead to create and scale a high?impact program for AI practitioners who use Notion AI to drive real business outcomes. You'll own the community, content, and marketing programs needed to build a vibrant, active, and engaged B2B AI Builder Communityfostering a network of power users who share workflows and best practices with one another, provide product feedback internally to Notion, and help champion Notion AI in the market.

This is a highly strategic, hands?on role for someone who thinks like a PM, partners deeply across the business, and is energized by building systems and programs and influencing stakeholders across the organization to drive results.

What Youll Achieve :

Define the multi?quarter digital CX strategy and roadmap for the post?sales journey, aligning goals and investments across channels and surfaces.

Stand up and lead a cross?functional operating pod across Technical and Go?To?Market teams to execute the roadmap, establishing clear ownership, rituals, and decision frameworks.

Drive measurable improvements in self?service resolution, deflection, and customer education quality through Help Center, AI chatbot, in?product guidance, and lifecycle surfaces.

Partner with CX Engineering and Business Technology on the evaluation and implementation of automation and AI capabilities, ensuring effective routing, intent coverage, and quality.

Drive partnership with and influence Product, Engineering and Design to push core product and AI enhancements in line with the Digital Strategy and overall customer experience.

Establish KPI frameworks that ladder up to CX and company goals. Instrument, monitor, and report progress with tight feedback loops to Direct Support and User Operations.

Shape the channel strategy and division of responsibilities between strategy roles and content / enablement teams so creators can execute efficiently at scale.

Champion a global approach to digital CX, coordinating with regional leaders to protect SLAs and deliver consistent experiences across AMER, EMEA, and APAC.

Create the operating plan for the next 12 months, including experimentation areas, contractor resourcing as needed, and a view of potential team evolution in 1218 months.

Responsibilities :

Own the end?to?end digital CX strategy for post?sales, spanning Help Center, AI chatbot, in?product education, lifecycle, and social support touch points.

Translate vision into a prioritized, data?informed roadmap with clear success metrics and experiment design.

Build and run a cross?functional program : establish intake, prioritization, and cross?team operating cadences with User Ops, Direct Support, RevOps, Marketing, Product Ops, and CX Engineering.

Partner with Product Education and CX Enablement to ensure a content pipeline that powers external and internal experiences without duplication.

Improve customer journeys via funnel mapping and journey analytics. Identify gaps and remove friction across discovery, self?serve, and assisted support.

Collaborate with RevOps on segmentation, targeting, and measurement to ensure digital motions support acquisition, retention, expansion, and referral.

Coordinate with regional support leaders to protect first response time SLAs around events and launches, and to localize effectively.

Maintain a high bar for quality, governance, and compliance across digital CX assets and automations.

Skills and Experience :

8+ years in product management, program management, digital CX, or related strategy roles, with a track record owning cross?functional roadmaps and business outcomes.

Demonstrated experience building scalable, data?driven customer experiences across at least two of the following : Help Center, chatbots / AI automation, in?product education, lifecycle or growth surfaces, social support.

Strong analytical skills with the ability to define KPI frameworks, run experiments, and translate insights into action.

Excellence in cross?functional leadership without direct authority. Comfortable influencing at executive level and aligning diverse stakeholders.

Familiarity with modern CX stacks and AI capabilities for support, routing, and content generation.

Outstanding written communication and systems thinking. Operates like a PM with clear PRDs, briefs, and decision documentation.

Nice to Haves :

Experience leading digital CX in a high?growth SaaS environment.

Experience partnering with regional support leaders to deliver global programs.

Familiarity with Zendesk, CX chatbot(s), and digital experimentation tooling.

We 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 youre excited about a role but your past experience doesnt align perfectly with every bullet point listed in the job description, we still encourage you to apply. If youre 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 roles scope and complexity, and the candidates 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 $205,000 - $240,000 per year.

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