Job Description

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.



Role Description



Dropbox is seeking an AI Business Analyst to join our Customer Experience & Support (CXS) - Knowledge Experience & Platforms (KXP) team. This role serves as the portfolio owner for KXP's AI readiness, ensuring our scaled support ecosystem, spanning content, tooling, and workflows, is optimized, measurable, and ready for the next generation of AI innovation.



As the AI Business Analyst, you'll act as a strategic operator and analyst, connecting the dots across internal systems (internal tools and content knowledge bases) and external surfaces (Help Center, Customer Academy, and Community). You'll review tooling, analyze performance, evaluate vendors, and guide prioritization of AI readiness projects that improve efficiency, scalability, and customer outcomes. Your work will directly contribute to reducing support costs, improving self-service success rates, and driving customer satisfaction through AI-powered experiences.



You bring a builder's mindset; energized by new challenges, motivated to improve systems and tools for others, and unafraid to experiment and learn along the way.



This role combines analytical depth with systems thinking and cross-functional collaboration. You'll turn complex data into actionable insights, guide AI readiness projects from strategy through delivery, and build frameworks that help Dropbox scale its support ecosystem for the future.

Responsibilities



Analyze how Dropbox's content, platforms, and tooling interact across surfaces to identify gaps and opportunities for AI optimization.

Advise leadership with data-backed, opinionated recommendations that guide platform and content strategy to improve AI readiness and ROI.

Lead and execute AI readiness projects from analysis through implementation, ensuring recommendations translate into measurable operational improvements.

Build dashboards, reports, and models that track AI performance and surface actionable insights across CXS, Product, and AI partner teams.

Evaluate and benchmark vendors, tools, and automation solutions to guide strategic investment and prioritization decisions.

Collaborate with content platform owners to ensure knowledge architecture and metadata frameworks enable effective AI retrieval and optimization.

Document and share emerging best practices and industry standards to keep Dropbox at the forefront of AI-enabled support and continuous improvement.

Requirements



8 years of experience in business analysis, analytics, or platform strategy within a SaaS or technology environment.

Demonstrated ability to translate data insights into business strategy and influence prioritization and resource allocation decisions.

Deep understanding of content management systems (CMS), knowledge base platforms, or learning systems and their back-end structures.

Familiarity with AI or machine learning systems used in customer experience, support, or knowledge management contexts.

Strong systems thinking -- connects workflows, content frameworks, and tooling to measurable business outcomes.

Builds strong cross-functional relationships, communicates complex information clearly, and drives alignment across teams.

Demonstrates a bias for action, operates autonomously in a fast-moving environment, and approaches problem solving with curiosity, experimentation, and a drive to improve systems for others.

Preferred Qualifications



Experience with AI-driven support ecosystems, including chatbots, self-service optimization, or automation frameworks.

Knowledge of data modeling, experimentation design, or statistical analysis methods.

Demonstrated success leading cross-functional initiatives that deliver measurable improvements in efficiency, quality, or customer satisfaction.

Ability to design and implement scalable frameworks for content structuring, tagging, and retrieval to support AI consumption and knowledge management.

Compensation Canada Pay Range $119,900--$162,200 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).



Company Description



Dropbox isn't just a workplace--it's a living lab for more enlightened ways of working. We're a global community of 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 autonomy 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.



Team Description



The Dropbox Customer Experience (CX) Team shapes how more than 700 million users worldwide interact with our products. We turn complexity into convenience and customer insights into innovations, bringing empathy and expertise to every touchpoint. Our team embraces resourcefulness and curiosity, pushing boundaries--and ourselves--to improve the customer experience. Every team member contributes their unique perspective as we collaborate across the organization to amplify the customer voice. If you're passionate about bringing joy, humanity, and simplicity to how people interact with Dropbox, join our Customer Experience team.



Areas of work include customer support, user experience research, technical support, customer success management, and program management.



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:



Flexible PTO/Paid Time Off, paid holidays, Volunteer Time Off, and more, allowing you time to unplug, unwind, and refresh



Perks Allowance to be used on what matters most to you, whether that's wellness, learning and development, food and groceries, and much more



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.



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 supports responsible use of AI for preparation, but misrepresentation of skills or experience is not permitted. See our AI philosophy .



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, enABLE, TODOS (Latinx), Pridebox (LGBTQ), Vets at Dropbox, and Women at Dropbox.