Senior Program Manager, Customer Advocacy - Location Flexible - Veterans Encouraged to Apply at Dropbox

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Role Description 
The successful candidate will join Dropbox’s Customer Experience organization, as a key member of our Customer Programs and Analytics 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 an experienced 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 lead the strategy formulation and execution of our company-wide customer satisfaction metrics and reporting program. This program will establish a clear understanding of what drives customer satisfaction across key interactions (both in-product and service/support) and enable us to directly assess our customer’s experience with Dropbox.  You will be the brain and brawn behind this company-wide, and critical, strategic initiative. You will lead a cross-functional team in order to identify, build, measure, and report on our customer’s feedback.
Beyond this immediate responsibility, you will be an active contributor and problem-solver to all programs undertaken by the Customer Programs and Analytics 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 Programs and Insights 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
  • Own the execution and strategy of company-wide CSAT program from the ground up  
    • Build program roadmaps and manage deliverables of multiple work streams; including short-term and long-term goals
    • Provide thought-leadership on industry best practices on Customer Experience and feedback collection at scale
    • Partner with cross-functional teams across the business such as Product, Marketing, Research and Insights, to build out and collect CSAT measurements
    • Design surveys to ensure desired insights are collected
  • Collect and synthesize customer data to understand root causes of pain points and drivers for satisfaction and loyalty. 
  • Surface key findings into reports and presentations that tell compelling, data driven stories
  • Communicate effectively to multiple audiences 
  • Project manage survey design and iteration process
  • Work with third party vendors as required
Requirements 
  • Minimum of 5 years experience of program delivery within a customer focused function (CX, Marketing, Customer Success)
  • Experience with formation, management, and/or improvements of customer experience metrics including NPS, CSAT, CES, retention, churn, etc. 
  • Experience and familiarity with CX related concepts and terms (e.g. customer journey mapping, persona, customer archetype)
  • Strong 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.
  • Experience presenting to senior 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.
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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • KotlinLanguages
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • HadoopFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • HBaseDatabases
    • MemcachedDatabases
    • RedisDatabases

Location

*Dropbox Studios are collaborative spaces designed for teamwork and community-building. Employees will not be able to use them for solo work.

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
Friends outside of work
Intracompany committees
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available

Additional Perks + Benefits

We began a new 'Perks Allowance' in 2021 when we went Virtual First. Dropboxers are provided a generous individual allowance to spend on what perks really matter to them while at home- whether that's wellness, caregiver support, productivity, ergonomics, learning, food services, afterschool programs for kids, or something else! Read more here: https://bit.ly/3uM0gG3

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