Launch Operations Program Manager

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 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 dedicated to 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 Launch Operations Program Manager, you will be the connective tissue between the CX organization and Engineering, Product, and Design (EDP) teams and leadership. You will be responsible for improving scalable processes to enable customer-facing teams to support product launches and new features so they can continue to provide world-class support.

What You'll Achieve:

• Build partnerships with Product, Engineering, and Marketing teams to understand the full range of upcoming feature launches and their impact on customers and the CX team
• Represent the CX team cross-functionally, ensuring input and collaboration at every stage of the product development process, from ideation to planning and global launch
• Develop and manage a robust launch readiness process that drives internal alignment and leverages data to accurately forecast user impact and support needs
• Manage 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 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, data-driven improvements to launch readiness process and user support experiences related to new features, early access releases, experiments, and campaigns
• Be an advocate for our customers and a thought partner to CX leadership

Skills You'll Need to Bring:

• 12+ years 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 of 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

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Notion.

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.

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 $200,000 - $220,000 per year.

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Last updated on Aug 6, 2024