Cx Enablement Knowledge Strategy & Systems (SaaS/AI)

TL;DR

Cx Enablement Knowledge Strategy & Systems (SaaS/AI): Designing and managing the global internal knowledge base for support teams with an accent on information architecture and governance. Focus on building a living system of record for humans and AI to improve support quality and efficiency.

Location: Hybrid: Must be based in New York City (NYC). Work from office on Mondays, Tuesdays, and Thursdays.

Salary: $165,000 - $180,000 per year

Company

Notion is a collaborative AI workspace where teams and agents think together to reduce work fragmentation.

What you will do

• Own end-to-end CX knowledge strategy and systems globally to improve support quality and efficiency.
• Design and evolve information architecture, including taxonomy, tagging, and governance models.
• Establish quality standards, templates, and authoring guidelines for high-risk policy areas like billing, legal, and security.
• Scale knowledge creation and maintenance programs to ensure launch content doesn't bottleneck.
• Build modular, reusable content components using synced blocks to enable reuse across KB and macros.
• Optimize the knowledge base for AI retrieval and supervise AI-assisted content QA and gap detection.

Requirements

• Experience owning an end-to-end knowledge system in KM, CX enablement, technical writing, or content ops.
• Deep expertise in designing scalable information architecture and running governance/review models.
• Ability to build durable processes that scale across many contributors and high change velocity.
• Demonstrated ability to run content QA, audit cadences, and freshness programs.
• AI literacy and the ability to use quantitative and qualitative signals for prioritization.
• Must be based in New York City (NYC).

Culture & Benefits

• Highly competitive cash compensation, equity, and benefits package.
• Opportunity to work at the forefront of AI integration as "customer zero" using Notion.
• Collaborative in-person culture with designated anchor days in the NYC office.
• Environment that values intellectual curiosity, tinkering, and AI collaboration.