About this opportunity
Notion, LLC lists this Technical Quality Program Manager opportunity in san francisco, California. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Technical Quality Program Manager
Notion is growing rapidly and shipping new features and product improvements at a high rate to meet the needs of our customers.
The User Operations team is a function of the Customer Experience (CX) team maintaining clear lines of communication between customers and Product, ensuring customers get the most out of Notion and that their feedback is integrated into the product development process.
As the Technical Quality Program Manager, you will be responsible for building and maintaining world class support experiences related to product quality. You'll be responsible for improving the bug reporter experience and maintaining and scaling processes for tracking and resolution of user issues related to product quality and feature requests.
This role can be based in either San Francisco or New York City. We work from our offices on Mondays, Tuesdays and Thursdays (our Anchor Days) because we do our best thinking and building together in person. We're looking for someone who's excited to work alongside the team during those days.
What You'll Achieve:
Manage critical user experiences and internal workflows focused on improving product quality, influencing the development of new features, and supporting end users at scale
Continuously improve Notion's bug-reporting and feature request funnels, from user-facing intake to escalation, tagging, tracking, reporting, and followup
Make data-informed recommendations for how to collect and prioritize feature requests, scale internal escalation processes, and resolve bugs and other product quality issues
Collaborate with Product and Engineering teams to measure and drive CX's bug management effectiveness and efficiency through tooling, process, and training improvements
Collaborate with Engineering to improve incident management workflows, ensuring clear escalation paths, timely communication, and effective resolution of customer-impacting issues
Build and maintain documentation, trainings, and QA processes for customer support issues related to quality, reliability, performance, and qualitative product feedback
Be an advocate for our customers and a thought partner to CX and Product partners
Skills You'll Need to Bring:
3-5 years experience in customer support operations, product operations, technical support, customer experience, or related field
Demonstrated experience leveraging AI to streamline cross-functional programs or processes
Experience working directly with engineers, product managers, or other technical roles as well as CX or customer-facing roles
Demonstrated experience solving ambiguous problems and using data to build consensus
Previous responsibility tracking and analyzing key operational metrics to ensure KPIs/service goals are met
Nice to Haves:
Notion product expertise
Project Management Professional (PMP) or similar certification
Technical knowledge or data querying experience (SQL)
Experience contributing to the product development process at a software company
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 role's scope and complexity, and the candidate's 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 $61.54 – $67.79 hourly.
By clicking "Submit Application", I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion's Global Recruiting Privacy Policy and NYLL 144.
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.
Worksite address
san francisco, CA, 94199, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.