Technical Program Manager - Service Delivery

US - Remote


US - Remote


Security Services

Job Overview:

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, provides 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 8,500 customers across 120 countries, Rapid7 is a recognized leader in cybersecurity.

Rapid7 Managed Services are exciting, high-growth service offerings aligned to Rapid7 solution areas and delivered by Rapid7 experts from our global security operations centers (SOCs.) Our main offerings are Rapid7 Managed Detection and Response (MDR), providing 24/7 detection and response in our customer's environment including threat detection, 24/7 monitoring and alerting, and remote incident investigation; Managed Vulnerability Management, providing live scanning and endpoint analytics run by security experts to help customers mature their VM programs; and Managed Application Security, delivering dynamic application security testing for modern applications including vulnerability validation and risk prioritization.

The Opportunity:

Do you enjoy curbing chaos? Are ‘optimize' and ‘organize' your middle names? Do you run toward urgent situations looking for ways to help? Are you comfortable handling difficult conversations and actually seek them out? If you have an affinity for process and thrive under pressure, we want to talk with you!

The Technical Program Manager of Service Delivery will work directly with Customer Advisors and Customer Success Managers to partner with our customers successfully. They will be heavily involved in the account escalation process, focusing on customer advocacy, achievement, and resolution. They will work internally with account teams to determine each escalation's root cause to improve Managed Service offerings proactively. They will leverage customer success metrics to identify trends and demonstrate how improvement efforts support customer health. They will get to know our products well and be able to translate our customer requests into solutions. They will publish and deliver escalation reports to educate leadership and the broader team. 

Additionally, this role will stay current on product and service changes that may impact service delivery and operational processes. 

What you'll be up to:

  • Serve as a customer advocate while capturing feedback and sharing with Product Management and Service teams.

  • Manage escalations and escalation processes and coordinate resolution efforts with key stakeholders both internally and externally. Update and maintain the escalation records at each stage.

  • Lead improvements by proactively monitoring trends and effectively presenting the data to drive process changes that meet expectations and optimize deliverables.

  • Collaborate with engineering teams, project managers, support, and service leaders cross-functionally to enhance our service delivery's quality, effectiveness, and efficiency.

  • Develop and share best practices for managing customer escalations, providing a better customer experience, and improving customer time-to-resolution in coordination with key stakeholders.

  • Proactively seek out product and service changes to prepare for the potential impact on service delivery and operational processes. 

We will be really excited if you have these experiences:  

  • Proven customer, project, and escalation management skills and experience.

  • Ability to understand technical aspects and communicate them effectively to stakeholders of various technical abilities. 

  • Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, engineers, and program managers. 

  • Working background in SaaS, penetration testing, SOC management, vulnerability management, and/or incident response.

  • Excellent soft skills with a team player mentality are a must.

  • Excellent written and oral communication skills with presentation experience.

  • Demonstrated ability and desire to work and excel in a fast-paced growing environment.

  • Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills.

  • Contribute to team operational precision by the active design of and participation in team initiatives.

  • Ability to navigate complex challenges and create collaborative, cross-functional solutions

  • Ability to work well across functional groups and influence others to get things done.

  • Salesforce and JIRA experience preferred

We will be really excited if you possess these traits: 

  • Self-motivated and accountable with an excellent work ethic

  • Passion, drive, and enthusiasm

  • Ability to switch priorities quickly and to multitask across multiple escalations and improvement projects. 

  • Calm under pressure (yet maybe a little bit excited!)