Dropbox
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Austin, TX

CX - Service Delivery Manager

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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
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What are Dropbox Perks + Benefits

Dropbox Benefits Overview

We’re proud to offer benefits that help all Dropboxers take care of their holistic selves, so they can keep flowing at work.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Employee resource groups
Employee-led culture committees
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Restricted work hours
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Sabbatical
At Dropbox, this is called 'Recharge'
Paid holidays
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

In order to be successful in our Virtual First environment we needed to make changes that would allow employees to have more control over both where and how they work. Therefore, we embrace “non-linear workdays” with defined core collaboration hours that overlap across time zones. Beyond that, we encourage employees to design their own schedules to balance collaboration with needs for individual focus. We’ve also moved from “all day syncs” to an “async by default” culture, reserving meetings for discussion, debate, and decision-making, and handling all other work in our deep focus hours.

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