Remote

Support Operations Manager

Dropbox, Inc.
United States
May 28, 2025
Role Description We're looking for a Customer Experience Support Operations Manager to join our Customer Experience organization. In this role, you will lead the end-to-end delivery of projects that enhance the support journey for our customers. You'll work cross-functionally to identify pain points, prioritize initiatives, and implement improvements to create a seamless, efficient, and scalable support experience. This role sits at the intersection of operations, product, and support, and is ideal for someone who can combine systems thinking with execution. Responsibilities Own and drive the delivery of high-impact support experience initiatives-from problem definition through to implementation and measurement. Collaborate with support operations and engineering, and design to scope solutions and align on delivery timelines. Manage project timelines, risks, and communications for support experience improvements. Develop business requirements and use cases based on customer feedback, agent insights, and data analysis. Continuously evaluate and optimize existing customer support flows and tooling. Track the impact of delivered initiatives on key customer experience metrics. Advocate for the voice of the customer in internal decision-making. Requirements 6+ years of experience in program management, business analysis, or service delivery. Experience working within a customer support or CX function. Demonstrated experience leading cross-functional projects end to end. Strong analytical and problem-solving skills; ability to use data to inform decisions. Excellent communication and stakeholder management skills. Experience with support platforms (e.g. Zendesk, Salesforce Service Cloud) and routing logic is a plus. Comfortable operating in ambiguity and driving clarity in fast-moving environments. Preferred Qualifications You hold a degree with a focus in business, technical, IT, product. You have 6+ years of relevant professional experience, ideally within a B2B, SaaS, or service environment, working closely with customer-facing and/or product teams. You have project management experience leading large cross functional projects. You have prior experience in a customer-facing role. You are self-driven, team player, effective, and possess strong problem-solving skills. You communicate clearly and concisely, with the ability to translate technical concepts for non-technical audiences and distill key information into succinct updates. You have demonstrated analysis skills, using tools like SQL, spreadsheets, or similar. Compensation US Zone 1 This role is not available in Zone 1 US Zone 2 $112,500 — $152,100 USD US Zone 3 $100,000 — $135,200 USD