CX Technical Program Manager
3 days ago
You will lead large and/or complex cross-functional technology projects, including: ensuring project scope is clearly defined, building and maintaining detailed deliverables-based project plans, tracking of project progress against the plan, ensuring resources and budget are appropriately assigned, and status updates are regularly communicated to project partners.
Coordinating the work streams for disparate cross-functional teams into a cohesive project plan; actively identifying dependencies, resource conflicts, and bottlenecks and presenting to decision makers.
Organizing and leading regular cross-functional status meetings, communicate project health, and facilitating issue mitigation across teams.
You will Develop a holistic understanding of CX services operations and our Dropbox customer journey, anticipating and defining how to drive continuous improvement and strategic value.
Facilitating the Design Thinking process: empathize, define, ideate, prototype, test.
Process, review and interpret large bodies of qualitative and quantitative data on customer usage patterns to uncover new service insights.
You will Investigate and define our customer need and support our agents to resolve business systems requirements and tooling adjustments to improve efficiency and effectiveness.
Building partnerships with key partners across the CX organization, as well as other key business areas such as engineering, product, marketing, and sales to drive engagement and agreement on prioritized projects.
You will build positive relationships with key technology vendors, acting as point of contact, defining operational cadence, and helping to resolve issues when they occur.