Company Description

Dropbox isn’t just a workplace—it’s a living lab for more enlightened ways of working. We're a global community of bold visionaries and resourceful doers who are shaping the future of Dropbox—and with it the future of work. Our Virtual First model combines the autonomy of a distributed workplace with the power of human connection, making space for both meaningful work and meaningful relationships. With our start-up mindset and enterprise-level opportunities, you can be who you are and grow into who you’re meant to be. Here, you can own your impact to make work more intuitive, joyful, and human—for you as a Dropboxer and for hundreds of millions of people worldwide. If you're ready to push boundaries—and yourself— Dropbox is ready for you.

Team Description

The Dropbox Customer Experience (CX) Team shapes how more than 700 million users worldwide interact with our products. We turn complexity into convenience and customer insights into innovations, bringing empathy and expertise to every touchpoint. Our team embraces resourcefulness and curiosity, pushing boundaries—and ourselves—to improve the customer experience. Every team member contributes their unique perspective as we collaborate across the organization to amplify the customer voice. If you're passionate about bringing joy, humanity, and simplicity to how people interact with Dropbox, join our Customer Experience team. Areas of work include customer support, user experience research, technical support, customer success management, and program management.

Role Description

Responsibilities

• 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.

Requirements

• 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

Preferred Qualifications

• 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.

Compensation

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, enABLE, TODOS (Latinx), Pridebox (LGBTQ), Vets at Dropbox, and Women at Dropbox.