Dropbox
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Seattle, WA
Remote

Support Training and Quality Manager - Location Flexible

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Role Description

As part of Customer Experience (CX) organization, our Support Enablement team is responsible for defining and delivering a world-class experiences that empower and enable our customer support agents at scale. As the Training and Quality Lead, you will be responsible for managing a team of program managers, content developers, and quality analysts who deliver services for our internal and vendor support teams.

We’re looking for a Training and Quality manager who will drive the overall health of our support teams by designing and implementing programs that ensure product and support awareness. You will partner across our global offices to find opportunities to improve our training and quality processes based on data analysis and agent feedback. Additionally, you’ll be responsible for delivering enablement offerings that address our agents’ needs.

Responsibilities

  • Own and drive the vision of our CX Enablement function including the creation and structuring of content, assessment of comprehension and practical application of learned skills
  • Work cross functionally with other departments (Ops, Development, BI , Sales, Product, Engineering, Executive Leadership) to ensure the programs being created are aligned with company wide initiatives
  • Manage day to day operations for a team of program managers, content developers and quality analysts 
  • Implement clear overall quality strategy with scalable process / tools/ systems that allow us to successfully measure and track quality across multiple sites
  • Bring innovative ideas to help drive process standardization across training and quality both internally and through external vendor partners
  • Deploy a wide variety of training methodologies for multiple tiers of support across multiple product lines 

Requirements

  • Experience designing programs that are measurable and drive measurable outcomes. 
  • History of successfully improving processes with methodologies, programs or frameworks that increased team performance
  • management experience in the areas of support operations, project management, quality, learning and development or support readiness
  • Experience with large-scale organizational change efforts
  • Demonstrated ability to build relationships with external internal stakeholders
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What are Dropbox Perks + Benefits

Dropbox Benefits Overview

We’re proud to offer benefits that help all Dropboxers take care of their holistic selves, so they can keep flowing at work.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Employee resource groups
Employee-led culture committees
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Restricted work hours
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Sabbatical
At Dropbox, this is called 'Recharge'
Paid holidays
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

In order to be successful in our Virtual First environment we needed to make changes that would allow employees to have more control over both where and how they work. Therefore, we embrace “non-linear workdays” with defined core collaboration hours that overlap across time zones. Beyond that, we encourage employees to design their own schedules to balance collaboration with needs for individual focus. We’ve also moved from “all day syncs” to an “async by default” culture, reserving meetings for discussion, debate, and decision-making, and handling all other work in our deep focus hours.

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