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CX Service Development Program Manager

Employer
Dropbox
Location
Dublin City Centre, Dublin
Salary
Negotiable
Closing date
30 Jun 2022

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Sector
IT
Job Type
Contract
Hours
Full-time
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Job Details

Company Description


Dropbox is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 500 million registered users across more than 180 countries, our mission is to unleash the world's creative energy by designing a more enlightened way of working. Headquartered in San Francisco, CA, Dropbox has more than 12 offices around the world.



Role Description


As part of Dropbox Customer Experience, our Service Development Program team is responsible for defining and delivering a world-class support experience to our customers and users. We're looking for Program Manager who drives the overall health of the customer support journey by designing and implementing innovative and frictionless support experiences at scale. You will partner across our global offices to find opportunities to improve support processes based on data analysis and customer feedback. Additionally, you'll be responsible for crafting tailored support offerings that address our customers' needs.



Responsibilities:

  • Drive scaled operations by continuous process improvement, automation and data analysis to find enhancements that drive customer centric impact
  • Use agile project management to drive effective and on time projects prioritised against available resources and org goals
  • Develop deep domain expertise on Dropbox customer support, and use SME knowledge when setting business and technical requirements and execution of same
  • Manage the program and project risks and delivery of project
  • Work closely with cross functional partners on validating requirements during and post engineering delivery
  • Be a champion and advocate for our Dropbox customers!


Requirements:

  • You have 3-5 years experience working in a SAAS sales or support customer facing role partnering with technical teams (e.g. engineering, tools and dev teams)
  • You're able to understand, interpret and communicate complex technical information in user-friendly ways
  • Familiarity with statistical analysis is a plus
  • You plan and execute against projects in a timely and effective manner
  • You have a degree qualified in a business or technical discipline
  • You have strong interpersonal skills (proficiency in English) that enable you to interact effectively with both users and cross-functional teams
  • You show deep understanding and passion for Dropbox products
  • You constantly strive for peak efficiency and impact
  • You're graceful and effective working in an ambiguous and changing environment

Company

Dropbox is a technology company that builds simple, powerful products for people and businesses. 500 million people around the world use Dropbox to work the way they want, on any device, wherever they go. With 200,000 businesses on Dropbox Business, they’re transforming everyday workflows and entire industries.

Dropbox believe technology should get out of the way, so there’s no limit to what people can do. They’re a thoughtful, tightly-knit team that’s committed to realizing ambitious ideas. Dropbox partner with ManpowerGroup, a world leader in workforce solutions, to support our contractor recruitment programme across EMEA.

Dropbox Office

Take a look at the current contractor opportunities – we would love to hear from you.

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