Overview
Dropbox is a Virtual First company that combines the autonomy of a distributed workplace with human connection. We seek a strategic and detail-oriented Support Workforce Manager to lead workforce management (WFM) operations across our customer support organization. This role forecasts, capacity plans, schedules, and provides real-time support to ensure exceptional customer service while maintaining operational efficiency. You will collaborate with support leadership, analytics, and systems teams to align staffing with demand and service level goals.
Responsibilities
* Work with analytics to develop and maintain accurate support volume forecasts using historical data and predictive models
* Translate demand forecasts into staffing plans across multiple regions, channels (chat, email, phone), and tiers
* Design short- and long-term capacity plans to meet SLAs and optimize efficiency
* Lead scheduling processes to ensure adequate support coverage across time zones, holidays, and product launches
* Manage intraday performance and real-time adherence, and make dynamic adjustments to meet demand
* Identify and resolve coverage gaps, skill mismatches, and schedule inefficiencies
* Track and report on key WFM metrics: forecast accuracy, occupancy, service level, adherence, etc.
* Conduct variance analyses to continuously improve accuracy and efficiency
* Partner with support operations and data teams to build and refine dashboards
* Own and optimize WFM tools and integrations
* Implement new processes and automations to streamline workforce operations
* Ensure compliance with labor laws, internal policies, and data governance standards
* Serve as a strategic advisor to support leadership on staffing tradeoffs and WFM best practices
* Provide WFM guidance for special projects like product launches or stretch projects
Requirements
* 5+ years of experience in workforce management, capacity planning, or support operations
* Proven track record managing global, multi-channel support environments
* Strong analytical skills and experience with forecasting models and WFM tools
* Excellent communication, stakeholder management, and cross-functional collaboration skills
* Comfort with ambiguity
Preferred Qualifications
* Experience working in fast-paced SaaS, tech, or high-growth environments
* Familiarity with tools like Zendesk, AWS Connect, ZoomChat, and SQL
* Understanding of Lean, Six Sigma, or other operations methodologies
Compensation
Ireland Pay Range: €49,100—€66,500 EUR per year. The range listed above is the expected annual salary/OTE for this role, subject to change. OTE is for sales roles only. Salary/OTE is one component of Dropbox’s total rewards package. All regular employees are eligible for bonuses, stock in RSUs, and other benefits. Dropbox is a Virtual First company and is open to hiring candidates in all authorized locations.
Benefits
* Flexible PTO/Paid Time Off, paid holidays, Volunteer Time Off, and more
* Perks Allowance for wellness, learning and development, food and groceries, etc.
* Mental health and wellness benefits
* Monthly Internet Allowance
* Intern Social Stipend
* Annual Emerging Talent Summit, travel and hotel accommodations provided
Additional Benefits Details Are Available Upon Request.
Dropbox supports responsible use of AI and is an equal opportunity employer. We are committed to building an inclusive environment that supports all employees and allies of our internal groups.
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