WHAT IS BOX? 

Box is the market leader for Cloud Content Management. Our mission is to power how the world works together. Box is partnering with enterprise organizations to accelerate their digital transformation by creating a single platform for secure content management, collaboration and workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, and we need strong advocates to help us achieve that goal. 

By joining Box, you will have the unique opportunity to help capture a majority of this developing market and define what content management looks like for the digital enterprise. Today, Box powers over 97,000 businesses, including 70% of the Fortune 500 who trust Box to manage their content in the cloud. 

WHY BOX NEEDS YOU 

The mission of the Product Support Operations team is to provide our support, billing, and education teams with the technology, process, data, and strategic insight they need to provide best-in-class education and support for our customers. We work closely with Product Support leadership to provide digital-first solutions for a rapidly growing organization.

As a Program Manager, you will collaborate with Product Support Leadership, the broader GTM Ops team, and our internal IT teams to: create short-, medium-, and long-term technical roadmaps; develop solutions and integrations to execute the roadmaps; and convert repeatable tasks into scalable automations.

WHAT YOU'LL DO

The Program Manager maintains the technology that makes the Product Support organization run. Specifically it:

• Builds custom integrations with our ticketing system (Zendesk).

• Maintains, improves, and debugs our Case Priority Index, an in-house ticket prioritization tool.

• Builds custom technological solutions to enable agents to focus on customers rather than repeatable tasks.

• Serves as a strategic resource for Product Support management for where our technological investments will have the largest impact.

• Maintains, improves, and debugs our custom ticket assignment software (Carousel).

• Owns our custom ticket forms and company-wide portals.

• Maintains and automates maintenance of a complex set of 500+ business rules within Zendesk (automations, triggers, etc.)

• Drives investigations into unexpected behavior in our tooling.

• Creates and maintains process to audit Zendesk Explore dashboards and queries.

• Contributes to Product Support Ops Zendesk user management function.

• Automates Zendesk update for new products and categories.

• Automates the Product Support Ops team's regular administrative tasks.

• Provides one-off project coordination with Product Support management (serve as the driver for low- to medium complexity projects)

WHO YOU ARE

You are curious, resourceful, and enthusiastic about finding novel solutions to complex problems. You love to to build and create. You are the type of person who likes to take things apart to see how they work and you appreciate turning high-level strategy into concrete solutions.

You communicate well with a broad array of stakeholders and thrive when you cut through the noise to find the real problem and solution. You have a good sense of where to direct your energy for the greatest impact and a natural intuition for what needs to be perfect vs. what can be good enough.

More specific requirements include:

• Competence and experience with at least one OOP language and willingness to learn more (specifically Python and JavaScript).

• Experience with a ticketing system (Zendesk preferred).

• Familiarity with SQL and ETL platforms preferred.

• Experience in agile methodologies preferred.

• 3+ years experience in a technology company.

BENEFITS 

• Visit this webpage to check out all of our exciting healthcare benefits: https://join.collectivehealth.com/box
• For all other benefits, please check out: Box Benefits + Perks 

EQUAL OPPORTUNITY 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice.