Research Program Manager

Role Description

The Portfolio Research & Insights team is the go-to partner to identify and answer the most ambiguous/high-risk/unknown customer assumptions/decisions/hypotheses (i.e., one-way doors) in our company strategies and inform future strategic decisions. We enable the business and product to be able to execute its strategy with confidence which in turn is aligned with customer needs. You will report the Research Operations sub team and will partner with teams across the company enabling them to make customer-centric, data-driven decisions that will help guide Dropbox company innovations on a global scale. You’ll own several Customer Access Programs (CAPs), iterating on existing programs and developing new programs to improve the ease with which we can connect with customers, increase the quality of decision-making, and ensure a positive customer experience.

Responsibilities

• Enable others at Dropbox to connect with customers to make customer-centric data-driven decisions
• Own several Customer Access Programs (CAPs), initiatives, tools, such as our Customer Connections program to connect Dropbox employees with customers and UserTesting
• Evaluate the effectiveness and utilization of Customer Access Programs identifying improvements for existing programs and opportunities for new programs
• Coach and mentor Dropbox employees connecting with customers
• Prevent duplicative efforts among those using our Customer Access Programs
• Create documentation and templates to support those using Customer Access Programs
• Partner with other program owners, and the Office of the CEO (OCEO) to ensure alignment and coordinations across all Customer Access Programs
• Promote and increase engagement with Customer Access Programs

Requirements

• Hands-on experience with a variety of qualitative or quantitative research methodologies, including in-depth interviews, surveys, and usability testing
• Experience with Research tools such as UserTesting, Qualtrics, User Interviews, and Sprig
• Demonstrated you can drive business and product decisions based on research
• Worked in an ambiguous, fast-paced environment
• Collaborated with a cross-functional team spanning multiple business units and functions
• A clear and concise communicator, including written documentation
• Improved and scaled research practices across an organization