CX - Service Delivery Manager
Role Description
Part of Dropbox Customer Experience, our Service Delivery team is responsible for defining and delivering a world-class support experience to our customers and users. We are now recruiting an experienced manager to lead it in the next stage of its development. You will be the owner of the global support experience for Dropbox’s various product and tiers of service with accountability for delivering against its respective SLAs and KPMs.
Responsibilities
- You will lead and inspire teams to deliver a world-class user and customer support experience
- You will deliver key customer and market insights, exporting insights and find innovative ways to drive impact across the global Customer Experience team
- Support the organization with goal setting and building cross functional relationships
- You strive to meet and exceed quarterly targets
Requirements
- 5 years+ results based, experience in support delivery or customer experience within the technology sector.
- You are deeply passionate about customer experience and making life simpler with technology.
- Managed a team/function that was responsible for delivering support end to end customers directly
- Deep passion and experience for operations including proven results from operational efficiencies
- Directly responsible for team accountability for 3 or more direct reports
- Strong analytical and project management skills, with experience in development and implementation
- Demonstrate strong communication and influencing skills, including managing teams across multiple global offices
- A degree level qualification in a business or technical discipline
- You show real passion for and love the Dropbox software