Technical Enablement Manager, Customer Experience

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