CX Project Manager

Company Description
At Dropbox, we aim to put the customer at the centre of everything we do. With over 700 million users, the Customer Experience (CX) team is at the forefront of simplifying how our users and customers interact with Dropbox. We focus on solutions that work for our customers as well as implementing technologies that will simplify our customers' journey. We bring the customer voice across the organization to ensure Dropbox delivers the best possible customer experience.

Role Description
Our Customer Experience team is seeking an experienced Project Manager to engage, own and drive global cross-functional projects that transform our customer support experience. You will be well versed in analytics and have a desire to take large as well as small problems and work with the team to drive improvements using data and metrics. You will use your Project Management background (Hybrid Agile as well as Predictive) to work closely with key stakeholders across the business to develop a deep level of understanding of our operations, and utilize that knowledge to lead projects that help us achieve our strategy, goals and objectives.
You will report to the PMO Manager. The team is highly collaborative in fully virtual environment, not only working closely with each other, but with our cross-functional partners to achieve our initiatives. You will be working with various roles across Dropbox from individual contributors to senior leadership.

The primary value add of CX PMO is managing large scale projects and programs that will help CX achieve it's strategic objectives, as well as looking holistically at our Portfolio to align on resourcing allocations and interdependencies.
We implemented Program management framework to support CX strategic focus. Each program has a several projects in it's portfolio managed simultaneously in pursuit of a common goal through streamlining organization and productivity. It ensures greater accountability across individual projects and tracks contribution to progress against a top line metric or target.
We also support the yearly & quarterly planning process and we are driving Project management innovations throughout the organisation.

This is a fully remote role (within Ireland) on a 12 month contract with potential to extend to 23 months.

Responsibilities:

• Create and manage the plans for moving projects, initiatives, and technical operations solutions to final implementation and hand-off, helping to prioritize for maximum impact.
• Assemble and coordinate the internal, extended and external teams to gain consensus on deliverables from each team and team member in alignment with the overarching project/initiative objectives.
• Collaboratively adapt existing and develop new project plans, processes and communication standards for the operations teams, extended cross-functional teams and other key stakeholders.
• Manage the formulation and ongoing tracking of each project, with the ability to manage multiple projects at one time and work closely with Program managers where applicable.
• Develop project reporting and governance structures, meeting cadences, and review guidelines that lead to the successful implementation of projects and initiatives.
• Proactively manage changes in project scope, identify potential risks and devise contingency plans.
• Own the communication and execution of project/initiative hand-over to services and other team members at designated milestones.
• Develop and deliver progress reports, requirements documentation and presentations.
• Other duties as assigned

Requirements:

• 5+ years project management experience working with Agile and Predictive methodologies, ideally in customer support environment, preferably in fast-paced, high-growth organizations.
• Skills at prioritizing and balancing multiple strategic projects and demonstrated experience of operational skills translated into strategic business impact.
• Understanding of organizational dynamics, operating experience with large and complex organizations with proven ability to influence stakeholders with functional and global reach.
• Comfortable in a fast paced ambiguous environment while helping the project stakeholders to drive decisions and help throughout the prioritisation process.
• Demonstrated ability to work autonomously in a fully virtual environment, successfully managing remote stakeholder and build strong relationships.
• Excellent listening and persuasion skills along with written and verbal communication.
• The ideal candidate must have a passion for creating great customer experiences.

Preferred Candidate Qualification:

• PMI-ACP, PMP certification or equivalent

Note: Please apply only if you are currently in Ireland and eligible to work full-time in Ireland.
(only Shortlisted candidates will be contacted)

For further details and interest in discussing further, reach out to my colleague Aminat at [email protected]