Product Operations, Notion

• You have at least 3+ years of experience working in Product Operations, Technical Program Management, or a Product ownership role
• You are deeply passionate about customer experience and making life simpler with technology
• You have strong communication skills and can work with both technical and non-technical audiences
• You have strong analytical, debugging, and problem-solving skills
• You possess the ability to make decisions with limited data while prioritizing when to collect more information
• You are able to collaborate effectively with peers and across teams that are located in multiple offices

Desirable

• You will be working closely with our Product Managers, Engineers and Customers to solve the most complex escalated tickets
• You will conduct in-depth investigations on user issues related to monetization and billing and drive short and long term resolution
• You will also help build out systems and processes to manage tasks from report to completion
• You will be problem solving with our Enablement and Technical teams and working to resolve as much as you can while scaling our systems
• This role reports into the Head of Product Operations and sits in the Customer Experience Organization
• Drive deep analysis of the current state of billing product and paid customer support experience to identify the highest-impact gaps and opportunities
• Partner with Monetization EPD, Finance and GTM leadership to recommend improvements in product and/or process
• Provide operational and tactical support to Monetization EPD throughout the product development process
• Ensure the CX Enablement and Vendor Operations teams are closely informed of upcoming product changes and equipped with user-facing content to update documentation
• Contribute subject matter expertise to support enablement materials and the Notion Help Center
• Provide ongoing and ad-hoc reporting to measure the impact of product and process changes
• Coordinate proactive communications to customers when needed
• Work closely with customers to solve Support highest tier of support issues across Monetization and Billing
• Respond to high priority customer issues from our Escalation queues
• Oversee launch readiness and Beta programs for monetization, serving as liaison between support operations and engineering
• Reproduce customer issues, perform initial triage and file software defects with Engineering
• Use support data to advocate for the voice of our customers by proposing product changes or providing feedback on proposed changes
• Participate in an on-call rotation to assist customers outside of normal working hours