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 Nike, Airbnb, Slack, Samsung 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:
The mission of the Content Program Manager is to design an effortless, best-in-class customer support journey through the creation of internal knowledge base documentation used by the customer experience team. This includes setting the content strategy, writing processes and policies, updating articles, and developing macros. You will be an integral part of designing conversation experiences that drive faster, more effective issue resolution for Notion’s customers and ultimately leads to satisfied customers.
What You'll Achieve:
- Oversee and organize all content in the customer experience knowledge base and support macros, ensuring consistency in structure, tone, and accuracy.
- Create scalable content development processes and knowledge base structures.
- Collaborate with customer experience peers and cross-functional partners (Product, Marketing, Finance, Legal) to ensure our knowledge base is up-to-date with the latest product launches and support procedures.
- Use customer experience metrics, quality assurance findings, article views, and social sentiment to determine need and priority of content creation.
- Develop and implement documentation style guides and templates.
- Create measurements of success for our content strategy and regularly communicate impact to the customer experience team. Use measurements to drive improvement and adoption.
Skills You'll Need to Bring:
- 3+ years of experience owning a content program within a customer experience organization.
- Well-versed on content strategy and designing information architecture.
- Proven strong written and verbal skills; ability to turn complex concepts into easy-to-understand resources.
- Metrics-driven mindset with demonstrated experience driving improvement through customer experience process changes.
- Strong project management capabilities to ensure communication across teams and to foster collaboration across stakeholders.
- Ability to deal with ambiguity and balancing priorities in a rapidly changing SaaS environment.
- Technical writing experience.
Nice to Haves:
- Experience managing content for a technical SaaS product.
- Experience using AI to improve ease of use for knowledge base end users.
- Experience using Zendesk.
- Notion expertise.
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 $120,000-$160,000 per year.
