Global Community Program Manager

Job Description

Company Description

Dropbox is the world’s first smart workspace that helps people and teams focus on the work that matters. With more than 600 million registered users across 180 countries, we’re on a mission to design a more enlightened way of working. Dropbox is headquartered in San Francisco, CA, and has 12 offices around the world.

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

We’re embarking on a multi-year strategy to deliver intelligent self-support, enablement and engagement through a world class customer experience across web, social media, community, and mobile. As part of our community team, The Global Community Program Manager will establish, develop and improve vibrant Customer Support community spaces that help our users to get the very most out of Dropbox. You will lead the delivery of innovative solutions and bring strategic insights to build robust and qualitative support processes at scale, on Dropbox online community (www.dropboxforum.com).

Responsibilities

• Drive the global strategy of the delivery of support on the Dropbox community
• Improve the support experience and drive Customer Satisfaction score on the Dropbox community
• Co-ordinate outsourced moderation resources
• Day-to-day ownership of community support channels
• Manage and optimise user feedback channels to identify market-specific trends, compile reports and share insights to drive product improvements.
• Develop and implement processes and infrastructure to scale customer-facing operations.

Requirements

• Demonstrable experience in Operations or Customer support
• Experience in community management, especially in a Customer Support community/online forum
• Strong knowledge of the customer support landscape and/or technical communities and/or online forums
• Experience in project or program management
• Data-driven mindset, enjoys using data to drive decisions and comfortable leveraging metrics to improve customer experience & user journey
• Deeply passionate about customer experience and making life simpler with technology
• Great communication, collaboration and influencing skills, particularly when working with global cross functional partners
• Proven experience delivering against targets
• You show a real passion for and love the Dropbox software
• You are degree qualified in a business or technical discipline

Benefits and Perks

• 100% company paid individual medical, dental, & vision insurance coverage
• 401k + company match
• Market competitive total compensation package
• Free Dropbox space for your friends and family
• Wellness Reimbursement
• Generous vacation policy
• 10 company paid holidays
• Volunteer time off
• Company sponsored tech talks (technology and other relevant professional topics)

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).