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Global Online Program Manager

Dropbox, Dublin, Ireland

File hosting service


Role Description

We believe that the best kind of support experience is the one that customers never need. And we’re working hard to create the next generation of self-serve, enablement, and education experiences for our 500M+ users. We want to be where our customers, across web, social, and community — any device, any time. 
 
We’re embarking on a multi-year strategy to deliver intelligent self-support, enablement and engagement through a world class customer experience across web, social media, community, and mobile. As part of our community team, The Global Online Program Manager will establish, develop and improve vibrant Customer Support community spaces that help our users to get the very most out of Dropbox. You will lead the delivery of innovative solutions and bring strategic insights to build robust and qualitative support processes at scale, on Dropbox online platforms (community and social media).
 

Responsibilities:

  • Drive the global strategy of the delivery of support on the Dropbox community
  • Improve the support experience and drive Customer Satisfaction score on the Dropbox community
  • Co-ordinate outsourced moderation resources
  • Day-to-day ownership of community support channels
  • Manage and optimise user feedback channels to identify market-specific trends, compiled reports and shared insights to drive product improvements. 
  • Develop and implement processes and infrastructure to scale customer-facing operations.

Requirements

  • Demonstrable experience in Operations or Customer support. 
  • Experience in Community management, especially in a Customer Support community is a plus.
  • Strong knowledge of the customer support landscape and/or technical communities
  • Experience in project or program management
  • Deeply passionate about customer experience and making life simpler with technology
  • Customer-focused, collaborative and enjoy using data to drive decisions
  • Proven experience in delivering against targets
  • Great communication and influencing skills, particularly when working with global cross functional partners
  • You show a real passion for and love the Dropbox software
  • You are degree qualified in a business or technical discipline

About Dropbox

Dropbox simplifies the way people work together. 500 million registered users around the world use Dropbox to work the way they want, on any device, wherever they go. With 150,000 businesses on Dropbox Business, we’re transforming everyday workflows and entire industries.

Want to learn more about Dropbox? Visit Dropbox's website.