CX - Manager, Product Experts
Role Description
As part of Dropbox Customer Experience (CX), our global Product Experts (PX) team delivers a world-class customer experience through feedback and engagement with our Engineering & Product organizations. The Product Expert team is responsible for developing and utilizing their product knowledge and expertise to deliver an extraordinary support experience for all our customers. Our primary function is to be a technical consultancy for the customer and the CX organization. We achieve this by collaborating closely with our Engineering, Product and Design teams to advocate on behalf of our customers. We ensure the successful launch of all products, features, and changes across multiple customer segments, locales, and populations, including tracking relevant feedback and modifying existing support patterns and workflows to accommodate new dependencies and support requirements.
We are now looking for an experienced leader, reporting to our Head of Product Experts, to inspire and lead a team of (8) eight Austin-based Product Experts. You and your team will own our deepest level of technical resolution, ensuring closed loop processes and helping Dropbox to create experiences that delight our customers and inspire their trust. In addition to being a leader within the CX team, you will develop and leverage relationships with key partners within our product, engineering and design teams to ensure success.
Responsibilities
- You will lead, develop and inspire a high-performing technical team to ensure a customer focus throughout Dropbox’s suite of features and products
- You will lead your team to deliver impactful customer and product insights to set direction and drive innovation across Dropbox
- You will develop deep customer expertise and provide a balanced customer perspective to internal stakeholders backed up by strong customer data
- You will have in-depth operational experience in process management, change management and continuous improvement
- You will build trusted cross-functional relationships across Product, Engineering, Design, and CX in order to manage and execute complex projects across multiple teams
- You will analyze key business metrics crafting an impactful narrative, ensuring effective resource allocation and prioritization
- You will act as a leader with vision in our team, delivering key insights, exporting findings and driving impact across Dropbox as well as the global Customer Experience team.
- You will mentor, development and hire talent, continuously driving the team and the team members to achieve their very best
Requirements
- Experienced leader with a background in leading and mentoring a technical, high- performance team to deliver excellence in Customer Experience
- Track record of developing complex customer-oriented operations and global projects with cross-functional partners
- Proven ability to craft and drive creative solutions with cross-functional partners especially in an engineering and product environment
- Experience in operations and product management within the technology sector driving creative solutions for customers
- Strong analytical skills and experience with developing and implementing strategies with business impact through a data driven approach
- Strong communication and presentation skills and the ability to work with both technical and non-technical audiences
- Deeply passionate about customer experience and making life simpler with technology
- Technology background - You have a detailed technical knowledge of various desktop Operating Systems (Windows, macOS, Linux, etc), web browsers, mobile devices, basic network communication standards. Software development background is a plus
- Cultural alignment will be an important element in the leader’s success
- Humble, scrappy and hands-on
- Not afraid to takes risks and push boundaries
- Collaborative style, brings people along with them
- Passionate about and have a strong sense of affinity with the fast pace of a growing and dynamic technology startup
- A proven history learning and adapting to new technologies
- A self-starter: you drive projects with minimal mentorship and focus on high impact work