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Salary: USD 127,798 - 140,882 / annual
Notion is seeking a Technical Quality Program Manager to join the User Operations team within Customer Experience (CX). This role is responsible for building and maintaining world-class support experiences focused on product quality. You will improve the bug reporter experience and scale processes for tracking and resolution of user issues related to product quality and feature requests.
Key responsibilities include managing critical user experiences and internal workflows to improve product quality and support end users at scale. You'll continuously enhance Notion's bug-reporting and feature request funnels, from user-facing intake through escalation, tagging, tracking, reporting, and follow-up. The role requires making data-informed recommendations for collecting and prioritizing feature requests, scaling internal escalation processes, and resolving bugs and product quality issues.
You will collaborate closely with Product and Engineering teams to measure and drive CX's bug management effectiveness through tooling, process, and training improvements. Additionally, you'll work with Engineering to improve incident management workflows, ensuring clear escalation paths, timely communication, and effective resolution of customer-impacting issues. Building and maintaining documentation, trainings, and QA processes for customer support issues related to quality, reliability, performance, and qualitative product feedback is essential.
Required qualifications include 3-5 years of experience in customer support operations, product operations, quality assurance, technical support, customer experience, or a related field. You should have demonstrated experience leveraging AI to streamline cross-functional programs or processes, and experience working directly with engineers, product managers, and other technical roles as well as CX or customer-facing roles. Strong problem-solving skills with the ability to use data to build consensus are critical, along with responsibility for tracking and analyzing key operational metrics to ensure KPIs and service goals are met.
Nice-to-have qualifications include Notion product expertise, Project Management Professional (PMP) or similar certification, technical knowledge or data querying experience (SQL), and experience contributing to the product development process at a software company. The role is based in San Francisco or New York City, with office presence required on Mondays, Tuesdays, and Thursdays.
