Program Manager, Customer Advocacy - Location Flexible - Veterans Encouraged to Apply
Role Description
The successful candidate will join Dropbox’s Customer Experience organization, as a key member of our Customer Intelligence team. This team is focused on advocating for our customers within Dropbox; and influencing customer-centric decision making across Dropbox via the generation and propagation of customer insights, all in an effort to foster increased customer loyalty.
We are looking for a program manager who will help us achieve and sustain our goal of building durable customer loyalty across all of Dropbox’s products and services. Your primary and immediate responsibility will be to support the strategy formulation and execution of our company-wide customer data aggregation and utilization program, as well as ongoing execution of our customer evangelism program. You will be the brain and brawn behind these company-wide, and critical, strategic initiatives. You will be a critical member of a small but mighty cross-functional team tasked with identifying, aggregating, and making available our vast array of customer data to a wide group of stakeholders.
Beyond this immediate responsibility, you will be an active contributor and problem-solver to all programs undertaken by the Customer Intelligence team. As demands of the company shift, and new strategic customer challenges arise, you will be expected to identify new areas of opportunity to advocate for our customers and build and sustain our customer’s loyalty.
You will report to the Director of Customer Intelligence as an individual contributor. The team is highly collaborative, not only working closely with each other, but with our cross-functional partners to achieve our objectives. You will be working with all roles across Dropbox from individual contributors to senior leadership.
Responsibilities
- Contribute to the execution and strategy of company-wide customer data aggregation and synthesis program from the ground up
- Build program roadmaps and manage deliverables of multiple work streams; including short-term and long-term goals
- Support the execution of industry best practices on Customer Experience and feedback collection and management at scale
- Partner with cross-functional teams across the business such as Product, Marketing, Research and Insights
- Collect and synthesize customer data to understand root causes of pain points and drivers for satisfaction and loyalty, along with identifying internal stakeholders who would benefit from utilizing this data
- Communicate effectively to multiple audiences
- Work with third party vendors as required
Requirements
- Minimum of 2 years experience of program delivery within a customer focused function (CX, Marketing, Customer Success)
- Experience with formation, management, and/or improvements of customer related data
- Experience and familiarity with CX related concepts and terms (e.g. customer journey mapping, persona, customer archetype)
- Tested program management skills and ability to keep multiple stakeholders aligned on single goal
- Analytical skills and experience with interpreting customer data to find patterns and trends
- Experience with tying customer experience metrics to business outcomes
- Developed and tested communication, presentation and storytelling skills
- Ability to create polished reports quickly and present ideas to various stakeholders.
- Strong passion and empathy for customers and providing the best possible experience
- Experience with VOC tools or technologies (Qualtrics, Survey Monkey, Userleap, Gainsight, etc) is a plus
- Ability to problem solve and think on-the-fly
- Military veterans strongly encouraged to apply! Leadership, integrity, teamwork, and global perspective are just a few of the skills learned through Military service. At Dropbox, we value the experiences of current and previous members of the U.S. Armed Forces. This role is open to any qualified candidate, however we have identified that the qualifications for this role match many of those who have served in the U.S. military. If you are a veteran please be sure to mark your veteran status at the bottom of the application. You can read more about our commitment to hiring veterans at dropbox.com/jobs/Veterans.
