Senior Program Manager, SMB Sales Operations

San Francisco, CA

Company Description

Dropbox is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 500 million registered users across more than 180 countries, our mission is to unleash the world’s creative energy by designing a more enlightened way of working. Headquartered in San Francisco, CA, Dropbox has more than 12 offices around the world.

Team Description

Our Product team advocates for our users and our business, setting the vision for our growing family of products. We use data, research, strategy, and empathy to guide multidisciplinary teams toward a common goal, balancing diverse perspectives and empowering our teams to do great work. As we scale globally, there’s plenty of space for you to grow alongside us and simplify life for millions of people around the world in team that always focuses on we, not I, and creates delightful products that are worthy of trust.

Role Description

Dropbox is looking for a motivated Sales Operations Program Manager to help our SMB team reimagine our tools and processes. Working closely with leadership, Product, Engineering, and IT, you will implement scalable processes and tools to help our team create a world-class customer experience.  This role will specifically act as the Self-Serve Assist team’s primary chat tool owner, connecting business requirements and technical work streams to deliver the ideal deployment.
This is an individual contributor role that requires a deep understanding of customer engagement/sales processes, exceptional analytical skills, experience working with Product Management and Engineering orgs, and strong collaboration skills.

Responsibilities 

  • Act as the primary owner of the Self-Serve Assist team’s chat platform development, bridging the gap between business-side requirements and technical teams
  • Interface with Engineering, Product Managers, and IT to represent the ideal end state for chat and coordinate resolution of issues as they arise
  • Speak effectively to both business and technical audiences, owning and presenting work streams and other documentation, as required
  • This includes business case documentation, project plan & risks, and executive and cross-functional status updates
  • Partner with sales Program Managers to build in-depth knowledge of our customer engagement goals and processes to assist with roadmap prioritization
  • Collaborate with SMB Operations team to implement operating rhythms for the Self-Serve Assists business, including roadmap reviews and project management best practices

Requirements 

  • MBA or graduate degree in a related business field with 4+ years of relevant experience or undergraduate degree with 8+ years of relevant experience
  • Experience developing operational processes for a customer-facing organization
  • Experience in Program Management, specifically interfacing with technical teams and coordinating the implementation of technical solutions
  • Excellent communication skills with an ability to work at all levels of the organization
  • Self-starter with the ability to work independently, manage programs and projects, and drive initiatives in a cross-functional environment

Benefits and Perks

  • 100% company paid individual medical, dental, & vision insurance coverage
  • 401k + company match
  • Market competitive total compensation package
  • Free Dropbox space for your friends and family
  • Wellness Reimbursement
  • Generous vacation policy
  • 10 company paid holidays
  • Volunteer time off 
  • Company sponsored tech talks (technology and other relevant professional topics)
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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