Program Manager, Customer Experience

Boston, MA (Global HQ)

Location

Boston, MA (Global HQ)

Team

Customer Success & Support


  

Position Overview

As the Program Manager, Customer Experience you are responsible for driving cross-functional projects focused on delivering outstanding customer experiences + outcomes.  You have a history of driving successful strategic programs and leading cross-functional teams. You will lead the development of a Customer Experience Program Management framework aimed at driving consistent delivery excellence. You expect to thrive on a fast-growth Customer Experience team that champions the end-to-end Rapid7 customer journey and works cross-functionally (with Sales, Marketing, Product, UX and Customer Success) to develop ongoing strategies for creating customer value.

  

Responsibilities:

  • Drive implementation of cross-functional strategic projects
  • Lead Customer Experience specific programs (e.g. Voice of the Customer Program)
  • Build Rapid7's Customer Experience Program Management framework
  • Partner with key cross-functional stakeholders (Customer Success, Customer Support, Operations, User Experience, Product Management, Business Intelligence, Marketing, and IT) to drive projects that positively impact how we engage with customers
  • Act as a key stakeholder on cross-functional projects that transform the Rapid7 Customer Experience
  • Leverage data / analysis to perform root cause analysis, frame problems / solutions and drive stakeholder alignment

  

Minimum Requirements

  • Bachelor's Degree, MBA or equivalent experience strongly preferred
  • 5+ years' experience in a cross-functional leadership, Strategic Consulting, Product Management, PMO or Customer Experience high-growth role
  • Strong communication skills (oral and written)
  • Demonstrated experience building and delivering strategic project success
  • Previous experience leading Program Management or Customer Programs
  • A history of leading cross functional projects with a large scope of responsibility
  • Strong analytical ability required
  • Experience performing regression analysis and consolidating data across multiple platforms
  • Deep understanding of strategic thinking and critical problem solving while also capable of driving hands on leadership of program success
  • Dynamic and enthusiastic personality, combining flexibility and creativity
  • Results focused
  • Thrives on change

  

About Rapid7
Rapid7 is breaking down silos and transforming how Security, IT, and DevOps teams work together to drive secure innovation. Our analytics and automation cloud, Rapid7 Insight, provide the shared visibility, intelligence, and connected workflow these teams need to manage the vulnerabilities, threats, and performance issues that put their organizations at risk. With more than 7,100 customers across 120 countries, Rapid7 is a recognized leader in cybersecurity.

 


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