Senior Manager, Support Operations

US - MA - Boston

Location(s)

US - MA - Boston

Team(s)

Business Support


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 looking for an exceptional leader to join as Senior Manager, Support Operations to lead our Support Operations team as part of the Business Operations organization.  This role is integral in the evolution of our Support organization's ability to solve for our customers, enhance customer value, and streamline our processes and operations.  The Senior Manager, Support Operations will be responsible for leading the development of systems, processes, reporting, and customer engagement practices across our various support teams and roles.  In addition, the Senior Manager will lead cross functional efforts tied to company initiatives in a complex and ever evolving landscape.  

Reporting to the Vice President of Customer Achievement and Health Operations, successful candidates will have a strong ability to fully understand our Support team processes, with the skills to identify opportunities for improvement, gather stakeholder buy-in, and deliver solutions.  You will own and optimize our end to end support case lifecycle, developing KPIs focused on customer outcomes as well as business operating metrics.  You will support the growth of the organization through effective capacity planning, resource allocation, and annual target setting and investment optimization.  You thrive in a fast-paced environment and have the ability to partner closely with high performing teams across Business Operations, Global Support, IT Departments, and Engineering.  

Essential Responsibilities 

  • Provide operational, analytical, and decision-making support to our Global Support leadership team

  • Lead the analysis of our core support KPIs, develop new insights and team metrics, and drive outcomes for internal and external stakeholders

  • Optimize the Support case end to end processes through cross functional collaboration to deliver world-class customer service

  • Partner with Support leadership to set and execute the strategic vision of our organization in the support of customer need and a “never-done” mentality to enhance customer value

  • Build a collaborative environment across Global Support and our Engineering counterparts, aligning goals, metrics, and processes to streamline customer efforts and product feedback

  • Identify ways to delivered a balance of business performance and enhanced customer experienced through the use of internal and external resources, technology and automation, and self-services tools and resources

  • Own the relationship with third party technology vendors, vetting future additions to our tech stack and ensuring effective implementation and ongoing enhancements

  • Manage, coach, and develop a team of operations professionals through effective communication, goal setting, and actionable feedback

Job Requirements

  • Meaningful experience leading teams, evolving processes, and executing against operational goals of a high-paced enterprise support organization and/or operations organization

  • Proven record of leading complex projects from ideation to implementation through stakeholder management, cross team collaboration, and detailed planning

  • Strong interpersonal and communication skills, including establishing credibility, trust, and building influential relationships across the business

  • Problem solver, impact-oriented, self-motivated, highly-organized and collaborative individual with a sense of urgency

  • Strong business process acumen, ability to break down complex workflows into digestible pieces, ability to identify opportunity for improvement and leverage

  • Ability to create and deliver content for executive audiences

  • Experience with Salesforce, ticketing systems, and data visualization tools

  • Excellent leader with a passion for developing and coaching teams, and driving a cooperative and accountable team environment 

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.