Dropbox
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Austin, TX

CX - Manager, Product Experts

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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
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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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