Support Project Manager

Dropbox

(Austin, Texas)
Full Time
Job Posting Details
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.
Summary
Our Customer Experience team is seeking an experienced Project Manager to engage, own and drive global cross-functional projects that transform our customer support experience. You will be well versed in analytics and have a desire to take large as well as small problems and work with the team to drive improvements using data and metrics. You will use your Project Management background to work closely with key constituents across the business to develop a deep level of understanding of our operations, and utilize that knowledge to lead projects that help us achieve our strategy, goals and objectives.
Responsibilities
* Create and manage the plans for moving projects, initiatives, and technical operations solutions to final implementation and hand-off, helping to prioritize for maximum impact * Assemble and coordinate the internal, extended and external teams to gain consensus on deliverables from each team and team member in alignment with the overarching project/initiative objectives * Collaboratively adapt existing and develop new project plans, processes and communication standards for the operations teams, extended cross-functional teams and other key stakeholders * Manage the formulation and ongoing tracking of each project, with the ability to manage multiple projects at one time * Develop project reporting and governance structures, meeting cadences, and review guidelines that lead to the successful implementation of projects and initiatives * Proactively manage changes in project scope, identify potential risks and devise contingency plans * Own the communication and execution of project/initiative hand-over to services and other team members at designated milestones * Develop and deliver progress reports, requirements documentation and presentations * Other duties as assigned
Ideal Candidate
* 5+ years project management experience in customer support, preferably in fast-paced, hyper-growth organizations * Skill at prioritizing and balancing multiple strategic projects with business expertise and demonstrated experience of operational skills translated into strategic business impact * Understanding of organizational dynamics, operating experience with large and complex organizations with proven ability to influence stakeholders with functional and global reach * Demonstrated ability to work autonomously, successfully managing remote stakeholder relationships * Excellent listening and persuasion skills along with written and verbal communication * PMP certification or equivalent, with BS or MS in aligned field of study * Ideal candidate must have a passion for creating great customer experiences * Experience working in a PMO environment preferred

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