Customer Education Program Manager

Dropbox is a Virtual First company. For this role, we are currently only authorized to hire candidates from the following provinces: Alberta, British Columbia, Ontario, and Saskatchewan.

Company Description

Dropbox is a special place where we are all seeking to fulfill our mission to design a more enlightened way of working. We’re looking for innovative talent to join us on our journey. The words shared by our founders at the start of Dropbox still ring true today. Wouldn’t it be great if our working environment—and the tools we use—were designed with people’s actual needs in mind? Imagine if every minute at work were well spent—if we could focus and spend our time on the things that matter. This is possible, and Dropbox is connecting the dots. The nearly 3,000 Dropboxers around the world have helped make Dropbox a living workspace – the place where people come together and their ideas come to life. Our 700+ million global users have been some of our best salespeople, and they have helped us acquire customers with incredible efficiency. As a result, we reached a billion dollar revenue run rate faster than any software-as-a-service company in history. Dropbox is making the dream of a fulfilling and seamless work life a reality. We hope you’ll join us on the journey.

Team Description

At Dropbox, we aim to put the customer at the center of everything we do. With over 700 million registered 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

In this role, you will join a dedicated team within the Customer Experience (CX) – Scaled Support Team, which is responsible for designing and implementing services that create a world-class support experience for our users. You will design and implement innovative and scalable training solutions aimed at enhancing the onboarding and activation journeys for our customers. As a Customer Education Program Manager, you will drive initiatives that ensure the continuous delivery of high-quality, customer-centric support experiences within Dropbox and with our support partners. 

Our team is committed to understanding the customer journey and transforming workflows to meet the evolving needs of our diverse user base. With a focus on personalization and AI integration, we aim to enhance our learning initiatives on learn.dropbox.com, ensuring that our educational programs align with these innovative approaches. Your role will be pivotal in fostering these advancements to create tailored learning experiences that resonate with our customers and adapt to their unique needs.

Responsibilities

• Develop and implement customer education programs to enhance product understanding and usage.
• Manage workflows with third party contributors
• Collaborate with product teams to ensure alignment of educational materials with product features and updates.
• Create and maintain a comprehensive content library of educational resources, including tutorials, webinars, documentation, and multimedia content such as videos, demonstrations, images, and GIFs.
• Analyze customer feedback and program effectiveness to continuously improve educational offerings.
• Conduct training sessions and workshops for customers to promote engagement and knowledge sharing.
• Work with marketing to promote educational programs and resources to customers.
• Monitor industry trends and competitor offerings to ensure the program remains competitive and relevant.
• Partner with the analytics team to assess customer engagement metrics, develop comprehensive reports for customer success partners, and evaluate the effectiveness of specific resources to provide insightful analytics for stakeholders.

Requirements

• Proven, results based, experience in training and training leadership preferably in the technology operations sector with dynamic, fast-growing organizations
• Deep understanding of training program design, implementation, delivery methods and processes
• Experience working with an LMS
• Strong verbal and written communication skills
• Self-learner, resourceful and attentive to detail
• Exceptional time management skills in a fast-paced, deadline-oriented work environment
• Strong ability to analyze existing programs for gaps and improvement opportunities then develop and implement strategies to drive clear business impact through training
• Strong communication and influencing skills, experience working with global cross-functional and external partners
• Strong project management experience with the ability to lead multiple projects within tight timeframes.
• Passionate about customer experience and making life simpler with technology through training
• Customer support/contact center training experience a plus
• A degree level qualification in a business or technical discipline, and ideally an additional certification in a training area or equivalent business experience, BA or MS preferred in aligned field of study

Preferred Qualifications

• 5+ years in customer education, program management, instructional design, or a related field, ideally within a SaaS or tech environment.
• Degree in Instructional Design, Learning Technologies, Education, or a related field
• Platform Management Expertise: Experience managing a CMS, content hub, or e-learning platform (e.g., Contentful)
• Relevant certifications such as Certified Professional in Learning and Performance (CPLP), Certified Customer Success Manager (CCSM), or project management credentials (PMP, PMI-ACP)
• AI and Personalization Knowledge: Familiarity with using AI, machine learning, or tagging in a CMS to deliver personalized learning experiences.

Compensation

Canada Pay Range

$102,000—$138,000 CAD

The range listed above is the expected annual salary/OTE for this role, subject to change.

Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Benefits

Dropbox is committed to investing in the holistic health and wellbeing of all Dropboxers and their families. Our benefits and perks programs include, but are not limited to:

• Competitive medical, dental and vision coverage*
• Retirement savings through a defined contribution pension or savings plan**
• Flexible PTO/Paid Time Off policy in addition to statutory holidays, allowing you time to unplug, unwind, and refresh
• Income Protection Plans: Life and disability insurance*
• Business Travel Protection: Travel medical and accident insurance*
• Perks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food & groceries, and much more
• Parental benefits including: Parental Leave, Fertility Benefits, Adoptions and Surrogacy support, and Lactation support
• Mental health and wellness benefits

Additional benefits details are available upon request.

• Where group plans are not available, allowances may be provided
• Benefit, amount, and type are dependent on geographical location, based upon applicable law or company policy

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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