Program Manager - Location Flexible
Role Description
As part of Customer Experience (CX) organization, our Program Manager team is responsible for defining and delivering a world-class support experience and customer readiness to empower and enable our customers' success at scale.
We’re looking for a Program Manager who will drive the overall health of the customer support journey by designing and implementing innovative and frictionless support experiences at scale. You will partner across our global offices to find opportunities to improve support processes based on data analysis and customer feedback. Additionally, you’ll be responsible for crafting tailored support offerings that address our customers’ needs.
Responsibilities
- Drive scaled operations by continuous process improvement, automation and data analysis to find enhancements that drive customer centric impact.
- Use agile project management to drive effective and on time projects prioritized against available resources and organization goals.
- Develop deep domain expertise on Dropbox customer support, and use your subject matter expertise when setting business requirements, strategy and tactical execution.
- Collaborate and influence on performance initiatives, product launches and service innovation when working with cross-functional partners
- Be a champion and advocate for our Dropbox customers!
Requirements
- Execution & delivery of programs & projects targeted on designing and/or improving operational processes related to Support Operations to deliver great customer and agent experiences
- 3-5 years experience in a program management role
- You have proven experience working in a SAAS sales or support customer facing role partnering with technical teams (e.g. engineering, tools and dev teams)
- You’re able to understand, interpret and communicate complex technical information in user-friendly ways and use this information to shape and form a complex strategy
- You have a proven track record in planning and executing against projects in a timely and effective manner
- You can identify and escalate conflicts and be able to manage trade-offs involving features, cost, design and schedule.
- You have proven experience influencing and negotiating with stakeholders and Senior Leadership
- You have strong interpersonal skills (proficiency in English) that enable you to interact and partner effectively with both users and cross-functional teams
- You show real passion for Dropbox and the collaboration technology space
- You constantly strive for peak efficiency and impact
- You’re graceful and effective working in an ambiguous and changing environment