Role Description:
As part of Dropbox Customer Experience, our CX Engineering team is responsible for supporting all CX teams to help define and deliver a world-class support experience to our customers and users. We're looking for Program Manager who specifically is driving our CX Technology team to support their work in improving the overall health of the customer support journey by designing and implementing innovative and frictionless support experiences at scale. Overall, as a Program Manager in CX working with our CXT team, your primary goal is to drive technical initiatives that enhance the customer experience, while effectively managing resources, stakeholders, risks, and ensuring successful program delivery. You will partner across our global offices to support our technology team to ensure they are prioritising and working on the most impactful work for our customers and teams!
This is a fully remote role, on a 12 month contract basis.
Position Responsibilities:
- You will be responsible for planning, executing, and delivering technical programs and initiatives that align with the CX goals and objectives. This includes defining project scope, developing project plans, allocating resources, and tracking progress.
- You will need to collaborate with multiple stakeholders, including cross-functional teams, product managers, engineers, and customer support teams. You should ensure effective communication, manage expectations, and gather requirements from stakeholders to drive successful program outcomes.
- The right candidate should have a solid technical background and understanding of the systems and technologies involved in delivering an enhanced customer experience. You will work closely with engineering teams to identify technical solutions, evaluate feasibility, and ensure the successful implementation of CX-focused initiatives.
- You will need to identify potential risks and issues that may impact program delivery or customer experience. It is your responsibility to develop risk mitigation strategies, establish contingency plans, and proactively address any challenges that arise during the program lifecycle.
- You will play a crucial role in identifying areas for process optimization and improvement within the CX domain. You should leverage your technical expertise to streamline workflows, enhance operational efficiency, and improve the overall customer experience.
- You will be responsible for ensuring that CX programs and projects meet high-quality standards. This involves conducting thorough testing, implementing quality assurance processes, and working closely with QA teams to deliver a seamless and error-free customer experience.
- Staying up to date with the latest industry trends, customer expectations, and technological advancements is essential. You should proactively seek opportunities for professional growth, attend relevant conferences or webinars, and foster a culture of continuous learning within the CX team.
- Be a champion and advocate for our Dropbox customers!
Position Requirements:
- You have 3-5 years 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
- Familiarity with statistical analysis is a plus
- You plan and execute against projects in a timely and effective manner
- You have strong interpersonal skills (proficiency in English) that enable you to interact effectively with both users and cross-functional teams
- You constantly strive for peak efficiency and impact
- You're graceful and effective working in an ambiguous and changing environment
Prefrences:
- Previous Program Management experience in a CX environment - support experience tied with program management in another org also great
- Familiar with setting excellent user requirements and working in an agile environment
- UX/UI or design experience a plus
Note: Please apply only if you are currently in this location and eligible to work full-time in Ireland.
