Notion seeks a Customer Experience Manager to build and scale a high-performing CX team for our fast-growing healthcare platform. You'll design and manage operational workflows to ensure excellence in the patient and provider experience. This is a highly cross-functional role at the intersection of operations, product, and service delivery.
What You'll Do
- Manage and lead a team of CX Associates, providing ongoing performance feedback, coaching, and career development.
- Oversee day-to-day CX operations, ensuring workflows are executed accurately and efficiently with a focus on patients and dietitians.
- Lead hiring, onboarding, and training initiatives to scale the CX Associate team.
- Continuously identify and implement workflow optimizations to improve SLAs, CSAT, and handle times.
- Act as a cross-functional liaison between RCM, Product, Provider Operations, and external vendors and BPOs.
- Ensure smooth operational launches for new business lines.
- Own and drive ad-hoc operational projects to support business growth and process improvement.
- Develop and manage key performance metrics to track team productivity and workflow success.
What We're Looking For
- 5+ years of professional experience.
- At least 2 years managing a team of 3 or more.
- Excel at building relationships and cross-functional collaboration, with experience partnering across technical, operational, and external teams.
- Strong communicator with high EQ who can tailor messaging for different audiences.
- Approach problems with a patient-centric mindset, focused on delivering a best-in-class experience across a patient’s health journey.
- Bias for action and a proactive, independent problem-solver who thrives in dynamic environments.
- Tech-savvy, with experience using platforms like Front, Aircall, Intercom, and are quick to learn new systems.
- Highly organized, detail-oriented, and can maintain structure even when processes evolve frequently.
Nice to Have
- Experience in telehealth, healthcare operations, or healthtech companies is a strong plus.
- NYC-based candidates who can work from our Flatiron office 1–2 days per week.
Technical Stack
- Front
- Aircall
- Intercom
Team & Environment
You will manage a team of CX Associates and report directly to the Head of CX.
Work Mode
This is a hybrid position based in New York, NY, with flexibility for remote work.
Please note that you must be legally authorized to work in the U.S. for this position.
