Manager, Developer Experience at DigitalOcean

| Remote
Sorry, this job was removed at 12:45 p.m. (EST) on Friday, July 31, 2020
Find out who's hiring in NYC.
See all Developer + Engineer jobs in NYC
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Have you ever wondered what happens inside the cloud?

Based in New York, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers, teams, and businesses around the world. We believe that today’s entrepreneurs are changing the world through software. Our mission is to empower these entrepreneurs by bringing modern app development within reach for any developer, anywhere in the world.

We want people who are passionate about driving an exceptional experience for our customers, operational efficiency, and team member development.

As a Developer Experience Manager you’ll have the responsibility for leading Support Specialists who are engaged with our customers on topics ranging from account to billing issues and lifecycle management from onboarding to scaling. You will also be able to hire, motivate, develop, and retain quality Support Specialists who are capable of continuing and improving DO’s success that is founded on authenticity, love, transparency, efficiency,  accountability, collaboration, empowerment, and fun! 

Our Developer Experience team provides support through multiple channels, primarily through email, social and chat. You will bring experiences to the role that helps us to optimize our current channels, launch new ways to interact with customers and maintain a strong public support presence. Very specifically, we will look for you to specialize in building procedures and policies for how DigitalOcean does support publicly that give our Support Engineers confidence to respond and represent the brand positively. You will also work cross-functionally to build the necessary processes so that every ticket has public content for ticket deflection. Lastly, you’ll create the mechanism and policies so that we can answer all Community Q&A to drive additional customer acquisition. 

We believe in building a highly collaborative team that thrives on resolving complex issues. DO is an organization that prides itself on execution. If we see an opportunity, we go after it. If there are obstacles, we work diligently to remove them. We own our problems and work together as a team to resolve issues in a timely fashion. Everyone has something to contribute and we can always learn something new. From the first day, you can expect to be included in multiple opportunities to share your experience and knowledge of both technology and customer engagement.

What You’ll Be Doing:
    • Develop team members through coaching, feedback. Empower them to perform their best  to improve our developer’s experience 
    • Sets long-term goals and metrics so they align to the anticipated outcomes (contribution to playbooks + quality + quantity vs quantity)
    • Takes personal responsibility for results and the team’s performance
    • Build procedures and policies for how DigitalOcean does support publicly that give our Support Specialists confidence to respond and represent the brand positively on public forums
    • Aligns and works with stakeholders across Security, Product, and Engineering for items to do with our work in Risk and Fraud
    • Rollout of alternative channels like chat for Developer Experience team
    • Creates cross-functional alignment within the company (Brand, PR, Devrel, etc.) to establish shared best practices 
    • Define the scope of public support channels and where/how we do/don’t respond
    • Build the necessary processes so that every ticket has public content to deflect questions
    • Create the mechanism and policies so that we can answer all Community Q&A
    • Identify and prioritize issues, enhancements, and ability to feed it back to Product Team
    • Define, track, improve, and report on metrics for effective customer support operations 
What We’ll Expect From You:
    • Self-driven and very high sense of ownership
    • Ability to motivate team members to reach their potential
    • Attention to detail in relation to what happens during the day
    • Experience working in a Public Support/Social Engagement Role
    • Experience working with and improving Risk and Fraud Support Delivery
    • Ability to manage additional Support channels ( Eg. Chat)
    • Ability to find the answer, even if you don’t know it (JIRA, escalation, outreach to other teams, etc.)
    • Ability to accomplish the tasks that are asked of ICs on the shift
    • Effective delegation of tasks, roles, and project work
    • Excellent escalation management skills
    • Deep understanding of customers requirements
    • Ability to convert planning into execution
    • A reputation for holding team members to a high-performance standard
    • Solid analytical skills & the ability to work with metrics, numbers, & trends
    • Build relationships with a wide range of stakeholders at all levels
    • Transition easily between hands-on & tactical to complex & strategic work
    • Ability to manage a discussion with multiple voices into a productive outcome without anyone feeling marginalized
    • Problem-solving skills that can unite people in a genuine and authentic way to work together to drive to successful solutions
Why You’ll Like Working for DigitalOcean:
  • We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging ourselves to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship, LinkedIn Learning tracks, and other internal programs. We also provide all employees with reimbursement for relevant conferences, training, and education.
  • We care about your physical, financial and mental well-being. We offer a monthly gym reimbursement to support your physical health, and a monthly commute allowance to make your trips to and from work easier.  
  • We support our remote employee experience. While we have great office spaces in NYC, Cambridge, Palo Alto and Bangalore, we’re very distributed—we use a number of communication tools to connect across the company—and all remote employees have the opportunity to visit our offices and meet their teams face-to-face at team offsites. We also have an annual company offsite, Shark Week, to get quality in-person time with the entire company at least once a year. 
  • We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Department: Customer Support

Want to learn more about our Customer Support team? Clickhere!

Want an inside look into life at DO? Clickhere to hear from our employees!

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • CLanguages
    • RLanguages
    • F#Languages
    • jQuery UILibraries
    • ReactLibraries
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • ConsulDatabases
    • ZKDatabases
    • Google AnalyticsAnalytics
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • MailChimpEmail
    • MarketoLead Gen

Location

Easy to access for employees both in and outside of NYC, our HQ is located in the heart of trendy SoHo.

An Insider's view of DigitalOcean

What are some social events your company does?

We host an annual Shark Week where the entire company comes together for a week of learning, team time, opportunities to network cross-functionally, social activities, and more. We also host internal Hackathons (or Shark-a-hacks, as we call them) twice a year!

Olivia Melman

Manager, Recruiting Operations

What makes someone successful on your team?

Success on my team is fueled by my team’s mutual respect and trust. My team has given me all of the necessary tools needed to get the job done and I am trusted to contribute to company projects that will transform the business. It is invaluable to be surrounded by a team that is just as committed to my success as I am!

Melonie

People Operations Associate

What is your vision for the company?

DO is in a unique position as the entry point to the internet for 500,000 customers today, and with the potential to reach many millions more over time. We have an incredible opportunity to help the world's developers and entrepreneurs test their ideas, build their business and realize their dreams.

Yancey

CEO

What unique initiatives do you have that encourage innovation?

DigitalOcean sources meetups, conferences, projects, non-profit organizations, student-run hackathons, and individual developers who create useful content. The ethos here is community driven, and based on love, so we go out of our way to support developers and entrepreneurs who are creating meaningful technologies and businesses.

Daniel

Senior Developer Relations Manager

What are DigitalOcean Perks + Benefits

DigitalOcean Benefits Overview

DigitalOcean benefits offerings vary by region. You can expect to enjoy things like:
- Full Health Coverage: Fully paid health benefits for all our employees. Nobody gets sick on our watch
- Commuter Benefits: Local employees receive a monthly metrocard or equivalent reimbursement for remotees
- 401k Plan: It's never too early to start saving. DigitalOcean matches up to 4% of every employee's salary
- Education Support: All employees receive reimbursement for conferences, training or education
- Gym Reimbursement: Up to $100 per month to support your physical health
- Custom Workstations: Mac? PC? Linux? We’ll hook up your rig with your preferred equipment
- Free Meals Every Day: Food tastes better when you’re eating together
- Flexible Vacation Time: Take the time you need to live a balanced and fulfilling personal life
- Headphones: Up to $100 for headphones of your choosing
- Teambuilding & Social Events: Hackathons, Shark Week (our annual company retreat), team offsites, anniversary parties and more

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
DigitalOcean's team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
DigitalOcean gives employees unlimited PTO
Paid Holidays
Paid Sick Days
Employees receive unlimited days of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Our NYC office provides free catered breakfast and lunch Mondays through Fridays
Stocked Kitchen
Happy Hours
Happy hours are hosted once per week in the warmer months.
Relocation Assistance
Fitness Subsidies
DigitalOcean reimburses its employees up to $100 per month for fitness services and activities
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
DigitalOcean hosts lunch and learn meetings weekly.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Customized development tracks
Paid industry certifications
More Jobs at DigitalOcean24 open jobs
All Jobs
Finance
Data + Analytics
Dev + Engineer
HR
Product
Finance
new
New York
Developer
new
Remote
Developer
new
New York
Data + Analytics
new
New York
Data + Analytics
new
New York
Developer
new
New York
Data + Analytics
new
New York
Data + Analytics
new
New York
Data + Analytics
new
New York
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView DigitalOcean's full profileSee more DigitalOcean jobs