Similar Jobs at Dropbox
Artificial Intelligence • Cloud • Consumer Web • Productivity • Software • App development • Data Privacy
The Senior Director, Head of Scaled Sales will lead the development of a sales-assisted growth model, utilizing data-driven strategies and close collaboration with marketing and analytics to boost conversion and efficiency.
Top Skills:
AICustomer Lifecycle MarketingData ScienceSales Analytics
Artificial Intelligence • Cloud • Consumer Web • Productivity • Software • App development • Data Privacy
The Senior Director of PLG Marketing drives marketing strategies to enhance self-serve revenue, focusing on user acquisition, retention, and lifecycle marketing while managing teams and analytics.
Top Skills:
Customer Data PlatformsMarketing AutomationMulti-Touch Attribution ToolsPaid MediaSeoWeb Strategy
Artificial Intelligence • Cloud • Consumer Web • Productivity • Software • App development • Data Privacy
Lead design vision and execution for Dropbox's multi-product ecosystem, crafting high-trust AI-powered experiences that activate customer content. Drive strategy through execution, mentor designers, partner with cross-functional teams, and raise design quality across interaction, systems, prototyping, and implementation to deliver elegant, trustworthy product experiences.
Role DescriptionResponsibilities
We’re looking for a Customer Experience Support Operations Manager to join our Customer Experience organization. In this role, you will lead the end-to-end delivery of projects that enhance the support journey for our customers. You’ll work cross-functionally to identify pain points, prioritize initiatives, and implement improvements to create a seamless, efficient, and scalable support experience.
This role sits at the intersection of operations, product, and support, and is ideal for someone who can combine systems thinking with execution.
- Own and drive the delivery of high-impact support experience initiatives—from problem definition through to implementation and measurement.
- Collaborate with support operations and engineering, and design to scope solutions and align on delivery timelines.
- Manage project timelines, risks, and communications for support experience improvements.
- Develop business requirements and use cases based on customer feedback, agent insights, and data analysis.
- Continuously evaluate and optimize existing customer support flows and tooling.
- Track the impact of delivered initiatives on key customer experience metrics.
- Advocate for the voice of the customer in internal decision-making.
- 6+ years of experience in program management, business analysis, or service delivery.
- Experience working within a customer support or CX function.
- Demonstrated experience leading cross-functional projects end to end.
- Strong analytical and problem-solving skills; ability to use data to inform decisions.
- Excellent communication and stakeholder management skills.
- Experience with support platforms (e.g. Zendesk, Salesforce Service Cloud) and routing logic is a plus.
- Comfortable operating in ambiguity and driving clarity in fast-moving environments.
- You hold a degree with a focus in business, technical, IT, product.
- You have 6+ years of relevant professional experience, ideally within a B2B, SaaS, or service environment, working closely with customer-facing and/or product teams.
- You have project management experience leading large cross functional projects.
- You have prior experience in a customer-facing role.
- You are self-driven, team player, effective, and possess strong problem-solving skills.
- You communicate clearly and concisely, with the ability to translate technical concepts for non-technical audiences and distill key information into succinct updates.
- You have demonstrated analysis skills, using tools like SQL, spreadsheets, or similar.
US Zone 1
This role is not available in Zone 1
US Zone 2
$112,500—$152,100 USD
US Zone 3
$100,000—$135,200 USD
Dropbox New York, New York, USA Office
New York, NY, United States
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
