Research Program Manager

Company Description

Dropbox is a special place where we are all seeking to fulfill our mission to design a more enlightened way of working. We’re looking for innovative talent to join us on our journey. The words shared by our founders at the start of Dropbox still ring true today. Wouldn’t it be great if our working environment—and the tools we use—were designed with people’s actual needs in mind? Imagine if every minute at work were well spent—if we could focus and spend our time on the things that matter. This is possible, and Dropbox is connecting the dots. The nearly 3,000 Dropboxers around the world have helped make Dropbox a living workspace - the place where people come together and their ideas come to life. Our 700+ million global users have been some of our best salespeople, and they have helped us acquire customers with incredible efficiency. As a result, we reached a billion dollar revenue run rate faster than any software-as-a-service company in history. Dropbox is making the dream of a fulfilling and seamless work life a reality. We hope you’ll join us on the journey.

Team Description

Our Research & Design team crafts delightful experiences that make people's lives easier. We're a close-knit, collaborative group, guided by a highly iterative user-centered design process. Combining research, data, and thoughtful critique, we're discovering needs and solving fundamental problems that impact work and life for millions of people around the world.

Role Description

The Portfolio Research & Insights team is the go-to partner to identify and answer the most ambiguous/high-risk/unknown customer assumptions/decisions/hypotheses (i.e., one-way doors) in our company strategies and inform future strategic decisions. We enable the business and product to be able to execute its strategy with confidence which in turn is aligned with customer needs. You will partner with teams across the company enabling them to make customer-centric, data-driven decisions that will help guide Dropbox company innovations on a global scale. You’ll own several Customer Access Programs (CAPs), iterating on existing programs and developing new programs to improve the ease with which we can connect with customers, increase the quality of decision-making, and ensure a positive customer experience.

Responsibilities

• Enable others at Dropbox to connect with customers to make customer-centric data-driven decisions
• Own several Customer Access Programs (CAPs), initiatives, tools, such as our Customer Connections program to connect Dropbox employees with customers and UserTesting
• Evaluating the effectiveness and utilization of Customer Access Programs identifying improvements for existing programs and opportunities for new programs
• Coach and mentor Dropbox employees connecting with customers
• Prevent duplicative efforts among those using our Customer Access Programs
• Create documentation and templates to support those using Customer Access Programs
• Partner with other program owners,  and the Office of the CEO (OCEO) to ensure alignment and coordinations across all Customer Access Programs
• Promote and increase engagement with Customer Access Programs

Requirements

• A background in Anthropology, Computer Science, Human-Computer Interaction, Market Research, Psychology, Sociology, or a related field
• Professional experience conducting and leading user experience research, ideally in B2C and B2B companies
• Hands-on experience with a variety of qualitative or quantitative research methodologies, including in-depth interviews, surveys, and usability testing
• Demonstrated you can drive business and product decisions based on research
• Worked in an ambiguous, fast-paced environment
• Collaborated with a cross-functional team spanning multiple business units and functions
• A clear and concise communicator, including written documentation
• Improved and scaled research practices across an organization enabling others to connect with customers

#LI-DNP

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).