Product Operations Manager

Austin, TX

Company Description

Dropbox is the world’s first smart workspace that helps people and teams focus on the work that matters. With more than 600 million registered users across 180 countries, we’re on a mission to design a more enlightened way of working. Dropbox is headquartered in San Francisco, CA, and has 12 offices around the world.

Team Description

At Dropbox, we aim to put the customer at the center of everything we do. With over 500 million 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 (CX) organization, the Product Operations team is responsible for developing and utilizing their product knowledge and expertise to deliver an extraordinary support experience for all our customers. Our primary goal is acting as a technical consultancy for the customer and the CX organization. We achieve this by collaborating closely with our Engineering, Product and Design teams to advocate on behalf our customers. We ensure the successful launch of all products, features, and changes across multiple customer segments, locales, and populations, including tracking relevant feedback and modifying existing support patterns, tools and workflows to accommodate new dependencies and support requirements.

This role will also explore new and exciting ways to improve the support experience to ensure that support is best-in-class, both by running experiments and by ensuring that support agents are well-resourced to successfully support our customers.

Responsibilities

  • You will act as a product function owner within Customer Experience
  • You will stay up-to-date on all new features, and be fully aware of the product roadmap and product sprint cycles
  • You will be responsible for driving operational excellence by improving support processes and removing issues at source for all aspects of a given product area
  • You will balance product inquiries and significant customer escalations
  • You will be required to file bugs and work with the Product team to gather information about outages and emergencies
  • You will need to explore data to find actionable insights and make user-centric product and support experience recommendations
  • You will responsible for collaborating with product, design and engineering teams to ship new, impactful features by writing up support specs, setting up support tooling requirements, and coordinating support readiness
  • You will build trusted cross-functional relationships across Product, Engineering, Design, and CX in order to manage complex projects across multiple teams

Requirements

  • You have 4-5+ years of experience working with and influencing SaaS product & engineering teams to meet customer and business needs
  • You have a proven history learning and adapting to new technologies
  • You have a detailed technical knowledge of various desktop Operating Systems (Windows, MacOS, Linux, etc), web browsers, mobile devices, and basic network communication standards
  • You have strong communication and presentation skills and the ability to work with both technical and non-technical audiences
  • You have proven experience influencing and negotiating with senior stakeholders
  • You’re comfortable working with quantitative data and can gather insights and identify trends
  • You’re comfortable occasionally reading code and running simple scripts
  • Experience working with databases, analytics platforms and performing basic SQL queries

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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