CX - Customer Education Program & Operations Manager

Company Description
Dropbox is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 500 million registered users across more than 180 countries, our mission is to unleash the world's creative energy by designing a more enlightened way of working. Headquartered in San Francisco, CA, Dropbox has more than 12 offices around the world.

Team Description
Our mission in Dropbox is to simplify the way people work together. With a user base of over 500 million, the Customer Experience team simplifies how our users and customers interact with Dropbox. We focus on understanding the customer journey as well as where we can simplify interactions and improve the Customer Experience.

Role Description
The global CX Customer Education team is responsible for delivering a world-class customer learning experience across our fast-growing customer base. The CX Customer Education team will meet the needs of customers through efficient, delightful, and scaleable solutions that help our users discover, learn, and ultimately maximize the value of Dropbox in their own enlightened way of working.

Responsibilities
The global CX Customer Education team is responsible for delivering a world-class customer learning experience across our fast-growing customer base. The CX Customer Education team will meet the needs of customers through efficient, delightful, and scaleable solutions that help our users discover, learn, and ultimately maximize the value of Dropbox in their own enlightened way of working.

This global role partners with teams across the CX organization as well as vendors and cross functional partners in Sales, Engineering, Finance and Legal. The role will program manage and drive day to day operations, enhancements (both technical and service level), and launches of scaled customer training experiences and programs from pilot, to early access, to production. The role will also manage ongoing service delivery enhancements, with high predictability and at pace, always keeping the customer at the center.

Success in this role requires effective stakeholder management, conflict resolution, customer centricity, and excellent decision-making skills.

Education programs roadmap

  • Partner cross functionally to develop and manage customer education program / product roadmap in collaboration with CX teams, cross functional partners, and vendors
  • Partner with customer advocacy and other customer feedback processes and loops to drive continuous improvement prioritization and planning
  • Define roadmap visibility / communications approach


Operations and processes

  • Up & running program management

    • Manage service delivery processes for up and running programs, delivery logistics support / management where applicable (e.g. securing platform and timing for scaled webinars)
    • Integrate vendor project management plans into customer education program work plan(s) and roadmap-identify and communicate risks, issues and resourcing and manage mitigations and resources for project execution
  • Vendor relationship management-manage relationship and performance, raising any issues for resolution with account manager(s) (e.g. SLAs, efficiency, performance)
  • Launch and entitlement management-identify requirements and drive cross functional interactions (e.g. with BSO, contracts / legal, finance) to operationalize education entitlements
  • Operations management and reporting-gather and generate reports for operational measurements, participate in run the business forums
  • Financial management-manage monthly, quarterly, and annual activities for Dropbox FP&A and AP processes (e.g. budget allocation / forecasts, accruals, invoicing)
  • Resource monitoring-support resource requirements gathering and monitoring for both internal and external resource needs
  • Content catalogue management-partner with vendors and content team to define and monitor content maintenance plans, manage content catalogue, and define / enhance current and new processes


Systems

  • Partner closely with CX Tools team to enhance and integrate existing technology infrastructure and processes to drive a delightful learner experience (including minimal friction authentication / authorization flow, and high availability platform performance)

Reporting / Insights

  • Partner closely with CX Analytics to
    • Integrate and / or define as well as set up customer education data flows and reporting mechanisms
    • Identify requirements and work to build predictive models to tie customer education efforts to leading business indicators
Requirements
  • 7+ years program and operations management experience, preferably with customer and / or partner (i.e. external) facing education products or services in dynamic, hyper-growth organizations
  • Passion for operationalizing, reporting on, and continuously improving customer experiences at scale
  • Ability to lead service offering go-to-market strategies, and deploy systems and processes to address complex requirements while maintaining a fit-for-purpose approachability to plan for and manage against defined targets; strong prioritization skills
  • Strong communication skills, both written and verbal; able to effectively develop materials that are appropriate for the audience
  • A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
  • Prior experience working with engineering and data analytics / science teams to report, continuously improve, and drive differentiated results, ideally for customer outcomes
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, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).


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