Technical Enablement Manager, Customer Experience

Job description

WHO WE ARE Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion. Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work. ABOUT THE ROLE: We’re looking for a Technical Enablement Manager to own the end-to-end learning, knowledge, and training experience for Notion’s global customer experience (CX) teams—spanning onboarding, change management, and continuous learning. This is an opportunity to build, lead and innovate on programs that ensure customer-facing support teams have the knowledge, skills and processes they need to consistently deliver high-quality support experiences to Notion customers. You’ll set the enablement strategy, partnering closely with CX leadership and cross-functional partners to identify skill, knowledge and process gaps, and translate those needs into durable enablement solutions—content, workflows, and programs. This role is based in New York City, USA. 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: - Own end-to-end CX enablement for a business vertical: define learning outcomes, readiness expectations, and content strategy across the learning journey (onboarding → proficiency → change management → continuous improvement). - Develop and maintain training and knowledge content: take a holistic approach to the learning experience, producing and maintaining comprehensive “enablement kits”, including content creation and maintenance for training materials, knowledge base resources, SOPs, support comms, etc. - Build and evolve onboarding: design journeys that reduce time-to-productivity and improve role readiness. - Lead launch readiness: translate product launches into clear readiness plans, content, and delivery for customer-facing teams. - Measure impact and iterate: define, track and continuously improve training outcomes (readiness, QA outcomes, time-to-productivity, ticket quality, etc) while aligning to wider CX goals (CSAT, ART, productivity metrics, etc); report outcomes to stakeholders and leadership. SKILLS YOU'LL NEED TO BRING: - Program ownership: 7+ years experience building and leading onboarding and ongoing enablement programs (ideally for support, CX, or other customer-facing teams). - Strong content strategy + knowledge management: proven experience designing and maintaining scalable, durable learning and knowledge experiences, not just create one-off trainings; able to build and maintain a comprehensive library of training content, activities, knowledge base articles, and team-wide communications. - Instructional design capability: able to translate complex product/process changes into clear, role-relevant learning and documentation. - Measurement + critical thinking: comfort using metrics to define success, identify opportunities and measure impact; make data-informed decisions that proactively address performance gaps and continuously improve programs and performance outcomes. - Cross-functional influence + operational rigor: skilled at aligning multiple partners, driving timelines, and building repeatable processes across multiple workstreams in an evolving tech landscape. - AI literacy + excellent communication: curious and pragmatic about using AI tools in day-to-day workflows (content creation, knowledge ops, analysis/QA), with good judgment and oversight; clear writing, strong facilitation, and ability to tailor messaging to different audiences. 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 New York City, the estimated base salary range for this role is $165,000- $185,000 per year. 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 https://notion.notion.site/Notion-Global-Recruiting-Privacy-Policy-fc3eb4e829354a26a2bb6fd5e289b550?pvs=74 and NYLL 144 https://notion.notion.site/Ashby-AI-Bias-Audit-2b0efdeead05803bbbfae159ec86c528. #LI-Onsite A NOTE ON AI You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when that’s the case, we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better, and make their work easier for others to build on. EQUAL OPPORTUNITY & ACCOMMODATIONS We hire talented people from a wide range of backgrounds. If you’re excited about this role but don’t meet every bullet, we still encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter know. 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.