Customer Experience Program Manager

US - MA - Boston

Location(s)

US - MA - Boston

Team(s)

Customer Success & Support


Program Manager, Customer Experience (Onboarding)

Company Description

Rapid7 (NASDAQ: RPD) is helping organizations around the globe advance securely. Our technology, services, and community-focused research simplify complexity for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. With more than 9000 customers across 120+ countries, Rapid7 is a recognized leader in cybersecurity that has proudly earned numerous industry accolades and strong recognition for our technology and culture. Learn more at www.rapid7.com

The Opportunity

Rapid7 is putting the customer first as we transform and improve key experiences core to our customers. As a Program Manager in the Customer Experience Team, you will be at the center of that transformation, bridging the perspective and needs of our customers with cross-functional teams to drive forward improvements. Aligned to a prioritized experience area, and working closely with an Experience Lead and Experience Analyst, this role will ensure cross-functional teams are aligned and delivering improvements to the customer experience. 

This is a key role in achieving our ambitious goals for Rapid7's growth, perfect for someone that is both tactically strong with a desire to roll up their sleeves to get work done and also strategic, facilitating partnerships and keeping alignment to the big picture.

Essential Responsibilities

  • Program manage the cross-functional work required to deliver an improved Customer Experience, facilitating the delivery of the workstreams

  • Track and measure progress of workstreams--accountable to the cross-functional program team to ensure work gets done

  • Monitoring cross-functional dependencies, surfacing areas for guidance, alignment and/or decision making and facilitating to remove bottlenecks for the cross-functional team

  • Clear and consistent communication and progress updates to key stakeholders and partners, making sure everybody is in sync

  • Owns Experience Documentation (Confluence), Project Management tools (Asana) and communication channels (Slack) 

  • Owns and executes key work-stream(s) by working with key cross-functional teams to deliver improvements the Customer Experience

  • Work closely with the Experience Lead and Experience Analyst to measure impact, tell the story of the work across Rapid7, and shape the broader Experience strategy

Job Requirements/Core Skills

  • Bachelor's Degree, MBA or equivalent experience strongly preferred

  • 5+ years' experience in a cross-functional leadership, Strategic Consulting, Product Management or Customer Experience high-growth role

  • Experience managing towards and delivering business outcomes

  • Ability to think broadly and deeply, connecting dots across teams while also executing on specific projects to make forward progress

  • Attention to detail and ability to hold stakeholders accountable, but also ability to see the bigger picture and understand how work ladders up to broader organization strategy

  • Highly organized, with experience creating and managing project plans using Asana, Trello, Jira, AirTable or similar project management technology

  • Effective communication skills (oral and written), with the ability to be both assertive and influential, across levels and teams within the organization

  • Strong analytical ability required, the ability to define hypotheses and  measure impact

  • Stakeholder management and facilitation across a wide range of teams

  • Dynamic and enthusiastic personality, combining flexibility and creativity