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CX Strategy

2 months ago

New York, New York, United States Notion Full time

About Us:

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.

We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.

About The Role:

Notion aims to deliver best in class customer experience. Our CX team supports tens of millions of users in realizing value with Notion. With this role, you have an opportunity to be at the heart of ensuring our global customer base has the support they need, when and how they need it.

This role will be contracted for a 3 month term.

What You'll Achieve:

In this role, you will develop the foundational operating rigor that is critical in supporting our follow-the-sun global staffing model. You will work closely with Operations, Customer Experience, and other cross-functional teams to develop a ticket volume forecast that guides both our vendor-led and in-house staffing structure.

Capacity Forecast:

  • Build the Customer Experience forecast model.
  • Own Monthly Capacity Forecast. Deliver projections in partnership with Vendor Ops.
  • Identify and action improvements to the Monthly Capacity Forecast process. For example, through improved retro analysis and cross-functional insights (e.g. Product Launch impact).

Workforce Management Optimization:

  • Own Forecast recommendations for vendor and in-house hiring and staffing.
  • Build a perspective on current global in-house capacity, and set H2 plan for areas of investment across region, language and specialization coverage.
  • Stand up in-house staffing plan, rooted in ticket demand and coverage needed.
  • Propose recommendations for vendor coverage iterations, based on SLA adherence.
  • Evaluate primary ticket drivers (in partnership with User Ops) and recommend areas for upstream improvement, including training and/or specialization to improve productivity and outcomes.

Skills You'll Need to Bring:

  • Capacity modeling expertise. Expert in Excel and Google Sheets
  • Experience with Support Operations. Understand Support capacity modeling, processes and workforce management optimization
  • Strong analytical skills. Able to synthesize takeaways and recommendations
  • Effective communication. Ability to communicate the forest and the trees

Nice to Haves:

  • Experience with workforce management tools
  • Experience with process optimization
  • Experience working with Finance and Product teams

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 you're excited about a role but your past experience doesn't align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're 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.

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