Role Description
As part of the Customer Experience Service Development Organization, the Launch Readiness team acts as the bridge between Customer Experience and the Product & Engineering teams. They work closely with CX, Product, Design, and Engineering to advocate for customers and ensure that internal CX support teams have all necessary supportability processes in place for successful product launches.
The role focuses on three key phases of the product release lifecycle:
- Release Readiness: Providing product development consultation and insights, enabling the Product Roadmap for customer-facing teams, and managing Alpha/Beta/Early Access programs.
- Release Operationalization: Coordinating and overseeing the launch/release process, communicating new feature details and timelines to customer-facing teams, and monitoring and addressing any issues during rollout.
- Post Launch: Monitoring performance using data insights and providing feedback to the product teams.
Responsibilities
- Developing and maintaining product and service offering knowledge.
- Representing the customer’s perspective throughout the product release lifecycle to help product teams better understand the customer experience.
- Leading the integration of new products within the CX organization, in partnership with Product Marketing, Product, Legal, and Engineering.
- Providing product roadmap guidance and specialized knowledge to the broader CX organization, including presentations and Q&As.
Requirements
- Co-managing and supporting cross-departmental projects and initiatives, collaborating with colleagues across North America, Europe, and APAC.
- Collaborating with teams within and outside of CX, such as Engineering, Content and Technology, to ensure that tools and materials are prepared and maintained pre/post launch.
- Define tooling requirements for enhancements for our internal support tool.
- Managing, communicating, documenting, and organizing information about product releases, updates, deprecations, and other changes, presenting this knowledge to the CX organization in a clear and structured manner.
Preferred Qualifications
- You hold a degree with a focus in business, technical, IT, product.
- You have 4+ years of relevant professional experience, ideally within a B2B, SaaS, or service environment, working closely with customer-facing and/or product teams.
- 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.
- You have project management experience
- Ideally, you have prior experience in a customer-facing role.
Total Rewards
US Zone 1
This role is not available in Zone 1
US Zone 2
$110,200—$149,000 USD
US Zone 3
$97,900—$132,500 USD
What We Do
We're a global community of more than 2,000 bold visionaries and resourceful doers who are shaping the future of Dropbox—and with it the future of work. Our Virtual First model combines the flexibility of a distributed workplace with the power of human connection, making space for both meaningful work and meaningful relationships. With our start-up mindset and enterprise-level opportunities, you can be who you are and grow into who you’re meant to be. Here, you can own your impact to make work more intuitive, joyful, and human—for you as a Dropboxer and for hundreds of millions of people worldwide. If you're ready to push boundaries—and yourself— Dropbox is ready for you.
Why Work With Us
Our remote work model is a deliberate shift to provide greater flexibility, create a level-playing field, and evolve our culture to focus on people over places. Being a Virtual First company has allowed us to focus on our impact and effectiveness, by making investments in our employees according to what they need to do their best work.
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Employees work remotely.
While remote work is the primary experience for our employees, we also prioritize opportunities for quarterly in-person collaboration knowing that connection is vital to a thriving workforce. We focus on how we work, not where we work.