Remote - US: Select locations

Senior Manager, Customer Experience Software Engineering

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

At Dropbox, we aim to put the customer at the center of everything we do. With over 700 million registered users, the Customer Experience (CX) team is at the forefront of simplifying how our users and customers interact with Dropbox. We focus on solutions that work for our customers as well as implementing technologies that will simplify our customers’ journey. We bring the customer voice across the organization to ensure Dropbox delivers the best possible customer experience.

Role Description

The Dropbox Customer Experience team is looking for a Senior Engineering Manager to lead an amazing team of Engineers focused on delivering new capabilities that help to Support over 700M customers worldwide. The CX Engineering team is tasked with delivering Support surfaces that lead customers through scaled and one to one Support journeys and drive outcomes that enable us to best guide our customers to the answers they need. In this role, you'll lead a team of 5 - 7 engineers, working closely with your direct reports, product managers, designers, QA engineers, and other engineering teams across the business. Our team culture rewards a bias for action, engineering partnership in defining the product, and discipline in how we develop. You’ll thrive in our team if you love driving impact, working through ambiguity, and developing a culture of innovation.

Responsibilities

Lead and develop a high-performing team of engineers, fostering high individual agency, and driving impactful outcomes
Shape and advance the future of CX through the lens of technology innovation
Drive decision making with senior stakeholders to define roadmaps and deliverables
Utilize data and insights to make informed decisions that significantly impact the company
Foster operational excellence, streamline processes, and eliminate redundancies to ensure team agility
Contribute to the formulation of technical and product strategies
Cultivate a collaborative culture within the team that embodies Dropbox's values

Requirements

BS, MS, or PhD in Computer Science or related technical field involving coding (e.g., physics or mathematics), or equivalent technical experience
7+ years of software engineering experience, with at least 3+ years in direct management roles
Experience as a software developer, specializing on growth engineering, and web, mobile web, and/or desktop experiences
Exceptional analytical capabilities to optimize solutions in complex and dynamic environments
Ability to mentor and guide team members to maximize their impact

Preferred Qualifications

Using experimentation, including A/B experimentation to validate hypotheses
Excellent cross-functional collaboration
Growth mindset with high agency thinking

Total Rewards

US Zone 1

$233,800—$316,300 USD

US Zone 2

$210,400—$284,600 USD

US Zone 3

$187,000—$253,000 USD

The range(s) listed above is the expected annual salary/OTE for this role, subject to change.

Dropbox takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location/metropolitan area, skillset, and peer compensation. We target most new hire offers between the minimum up to the middle of the range.

Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Dropbox uses the zip code of an employee’s remote work location to determine which metropolitan pay range we use. Current US Zone locations are as follows:
• US Zone 1: San Francisco metro, New York City metro, or Seattle metro
• US Zone 2: Austin (TX) metro, Chicago metro, California (outside SF metro), Colorado, Connecticut (outside NYC metro), Delaware, Massachusetts, New Hampshire, New York (outside NYC metro), Oregon, Pennsylvania (outside NYC or DC metro), Washington DC metro, and West Virginia (DC metro)
• US Zone 3: All other US locations

Dropbox is a Virtual First company and is open to hiring candidates in all authorized locations. However, for this role, the locations posted are preferred.

Benefits

Dropbox is committed to investing in the holistic health and wellbeing of all Dropboxers and their families. Our benefits and perks programs include, but are not limited to:

Competitive medical, dental and vision coverage
(US Only) Competitive 401(k) Plan with a generous company match and immediate vesting
Flexible Time Off/Paid Time Off, paid holidays, Volunteer time off and more
Protection Plans including; Life Insurance, Disability Insurance and Travel benefit plans
Perks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food & groceries, and much more
Parental benefits including; Parental Leave, Child and Adult Care, Day Care FSA (US Only), Fertility Benefits (US Only), Adoption and Surrogacy support and Lactation Support

Mental Health and Wellness benefits Free Dropbox space for your friends and family

Additional benefits details are available upon request.

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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