Program Manager

6 days ago


San Francisco, California, United States Notion, LLC Full time
About the Role

Notion, LLC is seeking a highly skilled Launch Operations Program Manager to join our Customer Experience team. As a key member of our organization, you will be responsible for improving scalable processes to enable customer-facing teams to support product launches and new features.

Key Responsibilities
  • Build Partnerships: Develop and maintain strong relationships with Product, Engineering, and Marketing teams to understand upcoming feature launches and their impact on customers and the CX team.
  • Represent CX Team: Ensure input and collaboration at every stage of the product development process, from ideation to planning and global launch.
  • Develop Launch Readiness Process: Create and manage a robust launch readiness process that drives internal alignment and leverages data to accurately forecast user impact and support needs.
  • Manage Release Cycle: Oversee the release cycle for the CX org, building an efficient and repeatable launch motion from employee testing to alpha/beta release to general availability.
  • Collaborate with Support Teams: Work closely with scaled and direct support teams to drive CX enablement, ensuring sufficient time and resources for pre-launch training, user education, and staffing.
  • Drive Continuous Improvement: Use data to drive continuous, data-driven improvements to launch readiness process and user support experiences related to new features, early access releases, experiments, and campaigns.
Requirements
  • 12+ years of experience in scaled support, program management, operations, or customer experience in the technology industry.
  • Experience building internal processes, managing global programs, and driving continuous improvement across technical and business functions.
  • Professional and persuasive communication skills with a track record of driving change management and influencing product, ops, and/or engineering leadership decisions.
  • Experience developing a strong perspective around ambiguous problems and using data to successfully advocate for a solution.
  • Familiarity with the product development lifecycle at a SaaS or other software company.
  • Demonstrated experience navigating ambiguity and achieving outcomes in fast-paced environments.
Nice to Haves
  • Notion product expertise.
  • Project Management Professional (PMP) or similar certification.
  • Strong data reporting and data analytics skills.
  • Direct experience leading launch operations at a fast-growing company.

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