CX Scaled Support Program Manager

  • Location

    Dublin, Republic of Ireland

  • Sector:

    Support

  • Job type:

    Temporary

  • Salary:

    Negotiable

  • Contact:

    Alison Byrne

  • Contact email:

    admin@live.dev

  • Job ref:

    BBBH3367_1620836750

  • Published:

    about 1 month ago

  • Expiry date:

    2021-06-11

Team Description

At Dropbox, we aim to put the customer at the center of everything we do. With over 500 million users, the Customer Experience (CX) team is at the forefront of simplifying how our users and customers interact with Dropbox. We focus on solutions that work for our customers as well as implementing technologies that will simplify our customers' journey. We bring the customer voice across the organization to ensure Dropbox delivers the best possible customer experience

Role Description

As part of Dropbox Customer Experience, our CX Scaled Support Operations team is responsible for defining and delivering a world-class support experience to our customers and users. We're looking for Program Manager who drives 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.

Dropbox is now a Virtual First company, which means work outside of an office will be the primary experience for all employees.

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 prioritised against available resources and organisation goals.
  • Design and implement innovative support solutions that scale globally and ensure high levels of customer satisfaction
  • 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:

  • You have 3-5 years experience working in a SAAS sales or a 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
  • Previously experience working on system integrations a plus
  • You plan and execute against projects in a timely and effective manner
  • You have a degree qualified in a business or technical discipline
  • 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