Support Operations Manager, Dropbox
$100-152.1k
Salary dependent on location + Bonus + Equity
Smart workspace company
Be an early applicant
Smart workspace company
1001+ employees
Be an early applicant
$100-152.1k
Salary dependent on location + Bonus + Equity
1001+ employees
Company mission
Dropbox's mission is to design a more enlightened way of working.
Role
Who you are
- 6+ years of experience in program management, business analysis, or service delivery
- Experience working within a customer support or CX function
- Demonstrated experience leading cross-functional projects end to end
- Strong analytical and problem-solving skills; ability to use data to inform decisions
- Excellent communication and stakeholder management skills
- Experience with support platforms (e.g. Zendesk, Salesforce Service Cloud) and routing logic is a plus
- Comfortable operating in ambiguity and driving clarity in fast-moving environments
Desirable
- You hold a degree with a focus in business, technical, IT, product
- You have 6+ years of relevant professional experience, ideally within a B2B, SaaS, or service environment, working closely with customer-facing and/or product teams
- You have project management experience leading large cross functional projects
- You have prior experience in a customer-facing role
- You are self-driven, team player, effective, and possess strong problem-solving skills
- You communicate clearly and concisely, with the ability to translate technical concepts for non-technical audiences and distill key information into succinct updates
- You have demonstrated analysis skills, using tools like SQL, spreadsheets, or similar
What the job involves
- We’re looking for a Customer Experience Support Operations Manager to join our Customer Experience organization
- In this role, you will lead the end-to-end delivery of projects that enhance the support journey for our customers
- You’ll work cross-functionally to identify pain points, prioritize initiatives, and implement improvements to create a seamless, efficient, and scalable support experience
- This role sits at the intersection of operations, product, and support, and is ideal for someone who can combine systems thinking with execution
- Own and drive the delivery of high-impact support experience initiatives—from problem definition through to implementation and measurement
- Collaborate with support operations and engineering, and design to scope solutions and align on delivery timelines
- Manage project timelines, risks, and communications for support experience improvements
- Develop business requirements and use cases based on customer feedback, agent insights, and data analysis
- Continuously evaluate and optimize existing customer support flows and tooling
- Track the impact of delivered initiatives on key customer experience metrics
- Advocate for the voice of the customer in internal decision-making
Our take
Dropbox started by helping people bring together their files in one central place. The contents of these folders are synchronised to Dropbox's servers along with other computers and devices where the user has installed Dropbox, keeping the same files up-to-date across all devices.
Nowadays, there are lots of competing companies in cloud storage, and some with better distribution (e.g. Google and Apple). This explains why Dropbox is making a big push to reinvent itself after a fairly disappointing run since its IPO in 2018. The new Dropbox turns folders into "Spaces", which are collaboration hubs for teams, complete with comment streams, artificial intelligence tools and integrations into services such as Slack.
The company continues to build out its offerings through acquisitions, such as that of Formswift, bolstering its end-to-end agreement workflow capabilities. Indeed, It's very clear that Dropbox is trying to make a big move from being just a storage company. This seems to be a necessary move given the competitive nature of the industry it is operating within.
Freddie
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2014
$350m
SERIES C
Oct 2011
$250m
SERIES B
Total funding: $607.3m
Company benefits
- Medical, dental, and vision coverage
- We offer a generous company contribution toward individual medical, dental, and vision insurance coverage, including contributions toward dependent premiums
- Keep sharing and collaborating with friends and family even when you’re not at work with free Dropbox space for your whole crew
- Take the vacation you’ve always dreamed of with up to four consecutive weeks of paid time off
- Celebrate common holidays without your paycheck taking the hit with 11 company paid holidays
- Each Dropboxer has access to 32 hours of paid volunteer time off each year that they can use to support the causes close to their hearts
- We regularly offer panels and seminars featuring the best minds in tech, talent, diversity, and beyond that any Dropboxer can attend from the comfort of their home
- No two Dropboxers are the same, and their benefits shouldn’t be either. Our Perks allowance empowers employees to customize their benefits in line with what really matters to them
- Start building a successful 401K retirement plan with our dollar for dollar contribution match, up to $1,500 per quarter to a maximum of $6,000 per calendar year
Company HQ
Mission Bay, San Francisco, CA
Leadership
Arash Ferdowsi
(CTO)Studied Computer Science at MIT before founding Dropbox straight out of university
Drew Houston
(CEO)Studied Computer Science at MIT before founding Dropbox straight out of university
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