Dropbox
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Seattle, WA

Technical Program Manager, Customer Engineering

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Role Description

The Customer Experience Engineering team inside Dropbox is tasked with delighting our customers through an entirely new support experience with our product. Our team has the opportunity to directly engage with customers to understand their needs both from a product and overall support experience. We strive to build a series of tools and product experiences that demonstrate all the available knowledge of product availability and customer insight.

As a member of this team you will drive the overall planning effort, write key technical specifications, and act as an interface between the Customer Experience Engineering team and our partners across Sales and Customer Support. This team determines what it takes to deliver a highly efficient, at scale, set of technical solutions for our customers.

Responsibilities

  • You will be accountable for thought leadership on how we use data to drive key metrics that impact our customers
  • You will use data streams to determine overall effectiveness and impact to our customers
  • You will be expected to partner with Customer Experience and Sales to utilize existing or building new data streams to reinforce decision-making
  • You will be passionate about identifying risks, issues, and gaps while taking ownership of solving problems
  • You will manage multiple contending priorities and drive alignment amongst diverse collaborators

Requirements

  • BS/BA degree
  • 5+ years of Technical Program Management experience in cloud services or large scale software solutions
  • Data querying experience such as TSQL, Hive
  • Excellent communication, interpersonal skills, and proven planning and project framing skills
  • Experience collaborating with customers and vendors both internal and external to Dropbox

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)
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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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