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

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

As part of the Customer Experience Service Development Organization, the Launch Readiness team acts as the bridge between Customer Experience and the Product & Engineering teams. They work closely with CX, Product, Design, and Engineering to advocate for customers and ensure that internal CX support teams have all necessary supportability processes in place for successful product launches.

The role focuses on three key phases of the product release lifecycle:

• Release Readiness: Providing product development consultation and insights, enabling the Product Roadmap for customer-facing teams, and managing Alpha/Beta/Early Access programs.
• Release Operationalization: Coordinating and overseeing the launch/release process, communicating new feature details and timelines to customer-facing teams, and monitoring and addressing any issues during rollout.
• Post Launch: Monitoring performance using data insights and providing feedback to the product teams.

Responsibilities

• Developing and maintaining product and service offering knowledge.
• Representing the customer’s perspective throughout the product release lifecycle to help product teams better understand the customer experience.
• Leading the integration of new products within the CX organization, in partnership with Product Marketing, Product, Legal, and Engineering.
• Providing product roadmap guidance and specialized knowledge to the broader CX organization, including presentations and Q&As.

Requirements

• Co-managing and supporting cross-departmental projects and initiatives, collaborating with colleagues across North America, Europe, and APAC.
• Collaborating with teams within and outside of CX, such as Engineering, Content and Technology, to ensure that tools and materials are prepared and maintained pre/post launch.
• Define tooling requirements for enhancements for our internal support tool.
• Managing, communicating, documenting, and organizing information about product releases, updates, deprecations, and other changes, presenting this knowledge to the CX organization in a clear and structured manner.

Preferred Qualifications

• You hold a degree with a focus in business, technical, IT, product.
• You have 4+ years of relevant professional experience, ideally within a B2B, SaaS, or service environment, working closely with customer-facing and/or product teams.
• 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.
• You have project management experience
• Ideally, you have prior experience in a customer-facing role.

Total Rewards

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).