Support Workforce Manager, Dropbox
€49.1-665k
Eligible for the corporate bonus program as well as stock in the form of Restricted Stock Units (RSUs)
Smart workspace company
Be an early applicant
Smart workspace company
1001+ employees
Be an early applicant
€49.1-665k
Eligible for the corporate bonus program as well as stock in the form of Restricted Stock Units (RSUs)
1001+ employees
Company mission
Dropbox's mission is to design a more enlightened way of working.
Role
Who you are
- 5+ years of experience in workforce management, capacity planning, or support operations
- Proven track record managing global, multi-channel support environments
- Strong analytical skills and experience with forecasting models and WFM tools
- Excellent communication, stakeholder management, and cross-functional collaboration skills
- Comfort with ambiguity
Desirable
- Experience working in fast-paced SaaS, tech, or high-growth environments
- Familiarity with tools like Zendesk, AWS Connect, ZoomChat, and SQL
- Understanding of Lean, Six Sigma, or other operations methodologies
What the job involves
- We are seeking a strategic and detail-oriented Support Workforce Manager to lead our workforce management (WFM) operations across our customer support organization. In this role, you will be responsible for forecasting, capacity planning, scheduling, and real-time support to ensure we deliver exceptional customer service across our global team while maintaining operational efficiency
- You will work cross-functionally with support leadership, analytics, and systems teams to align staffing with demand and service level goals
- Work with analytics to develop and maintain accurate support volume forecasts using historical data and predictive models
- Translate demand forecasts into staffing plans across multiple regions, channels (chat, email, phone), and tiers
- Design short- and long-term capacity plans to meet SLAs and optimize efficiency
- Lead scheduling processes to ensure adequate support coverage across time zones, holidays, and product launches
- Manage intraday performance and real-time adherence, and make dynamic adjustments to meet demand
- Identify and resolve coverage gaps, skill mismatches, and schedule inefficiencies
- Track and report on key WFM metrics: forecast accuracy, occupancy, service level, adherence, etc
- Conduct variance analyses to continuously improve accuracy and efficiency
- Partner with support operations and data teams to build and refine dashboards
- Own and optimize WFM tools and integrations
- Implement new processes and automations to streamline workforce operations
- Ensure compliance with labor laws, internal policies, and data governance standards
- Serve as a strategic advisor to support leadership on staffing tradeoffs and WFM best practices
- Provide WFM guidance for special projects like product launches or stretch projects
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: $607.4m
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
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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