Technical Quality 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 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.

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
• Build and maintain documentation, trainings, and QA processes for customer support issues related to quality, reliability, performance, and qualitative product feedback
• Develop a continuous feedback and reporting loop between CX teams and Engineering to ensure issues are prioritized and resolved to maintain a positive user experience
• Be an advocate for our customers and a thought partner to CX and Product partners

Skills You'll Need to Bring:

• 6-8 years experience in product operations, quality assurance, technical support, release management, customer experience, or related field
• Demonstrated experience leading complex projects, designing new processes, and/or managing cross-functional programs
• Experience working directly with engineers, product managers, or other technical 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

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 $160,000 - $180,000 per year.

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Last updated on Aug 6, 2024