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CX - Vendor Manager

Sorry, this job was removed at 11:05 a.m. (CST) on Friday, July 20, 2018

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Role Description

Our mission in Dropbox is to simplify the way people work together. With a user base of over 500 million, the Customer Experience team simplifies how our users and customers interact with Dropbox. We focus on understanding the customer journey as well as where we can simplify interactions and improve the Customer Experience.

Part of Dropbox Customer Experience, our Support Operations team is responsible for ensuring that we are delivering a world-class support experience to our customers and users. We are now recruiting an experienced Vendor manager who can help to further develop our frontline support experience. You will be the owner of the global support experience for Dropbox’s Tier 1 frontline support with accountability for delivering against our respective SLAs and KPIs. There is an expectation of travel with this role.

Responsibilities

You will manage day-to-day services provided by our outsourced support partners to deliver a customer support experience that reflects our values and our brand.
You will work with our Service Operations team to support all launches, experiments and enhancements that we wish to implement at Tier 1.
You will engage with the broader CX team, partnering to provide customer and market insights, and driving enhancements that will improve our front-line support experience.
You will ensure that we are always striving to meet and exceed quarterly targets, focusing on building a great Customer Support experience.

Requirements

5+ years experience in service delivery, vendor management or customer experience within the technology sector.
Deep passion and experience for operations including proven results from implementing operational efficiencies
Strong analytical and project management skills, with experience in development and implementation of process improvement initiatives.
Prior experience with managing outsourced suppliers is a plus.
Demonstrated strong communication and influencing skills, including working with international, outsourced and matrix organizations.
A degree level qualification in a business or technical discipline or equivalent work experience.
You show real passion for and love the Dropbox software

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Marley Spector

Director of Product, Dropbox Dash

Passion Behind the Product

Cultivating Cross-Functional Collaboration

When asked about how the team successfully got the Dash product across the finish line, Marley Spector credits the team's cross-functional collaboration as the key to their success. "I collaborated with everyone from product, design, engineering, data science, research, support, marketing, legal, finance, sales and more. We would not have been able to build Dash for our users without tight collaboration. From the beginning, we ensured that the whole team really had an ownership mindset — no decision should take longer than five days to make," she said. "This wasn’t just our team; it was a full organization effort."

What I love about our cross-functional collaboration is being candid but not combative, critical but not cynical.

Sheila Wakida

Senior Director of Software Engineering

BUILDING CULTURE

Creating Impact From Opportunity

When Sheila Wakida first joined Dropbox in 2018, she knew joining the company would offer a supportive culture and a new set of opportunities for her career. Wakida also knew that her personal growth journey relied on her own ability to find passion, excitement and pride in her work. “I attribute my career growth to the unique ways in which Dropbox recognizes impact and hard work, and I’ve learned to focus on creating the most impact out of the opportunities in front of me,” she said. “Dropbox recognizes those who are brave enough to transform challenges into opportunities.”

I strive towards doing the best possible work at the highest level of quality that I can deliver, no matter how big or small the task.

Damian Łukasik

Engineering Manager

ASYNC BY DEFAULT

Supporting Solutions

As the engineering manager for Dropbox’s international growth team, Damian Łukasik spends his days helping a team of engineers build solutions to serve the company’s customers outside of the United States and helping to grow the Poland engineering hub. While his role encompasses an array of responsibilities, Łukasik’s mission is clear across functions: to build a strong foundation for Dropbox’s international team to scale. And he knows exactly what will make that possible: a collaborative internal culture and a customer-centric approach to make the right choices as the team moves forward.

I give my team space to own products and solutions and then support them in making those solutions successful.

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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