Senior Manager, Managed Service Operations

US - MA - Boston


US - MA - Boston, US - MA - Remote


Business Support

Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We're on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people. With more than 10,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.

The Opportunity

Rapid7 is looking for an entrepreneurial leader to join as Senior Manager, Managed Services Operations to lead our Managed Services Operations team as part of the Business Operations organization.  This role is integral to ensure we are delighting our customers by orchestrating the delivery of customer value through various managed services offerings.  The Senior Manager, Managed Services Operations will be responsible for supporting the execution, performance management, decision making process, and evolution of Rapid7's managed services business.  This role will partner closely with stakeholders across the organization to drive a holistic vision and strategy for our GTM engine and internal service delivery capabilities.  

Reporting to the Vice President of Customer Achievement and Health Operations, this role will support service delivery teams across Rapid7 including our Customer Advisor team and SOC Analyst team.  Successful candidates will have the ability to understand complex business processes and the end to end customer experience, recommending and assisting in the execution of system, process, and analytical improvements.  You have experience supporting a fast paced, quickly growing organization, with knowledge of new service offering development and Go-to-Market activities.  You thrive on building strong cross-functional relationships and diving deep into the core business areas across bookings, revenue, pricing, discounting practices, pipeline management, and capacity planning.  You have a true entrepreneurial mindset, partnering with Business Operations, Product Operations, Finance, and IT to drive positive customer experience and value realization. 

Essential Responsibilities 

  • Provide operational, analytical, and decision-making support to our Managed Services leadership team, driving collaboration and an aligned strategy

  • Manage core aspects of the Managed Services organization including the operational budget, revenue and margin forecasting, resource utilization and capacity planning

  • Redefine processes that push the team to work seamlessly across a matrix organization delivering world-class service to customers

  • Lead efforts to improve reporting and analytics processes and tools, working with IT, Business Intelligence, and relevant business communities to recommend improvements to IT platform, systems, data flow and reporting

  • Become an expert on our Managed Services offering sets and service delivery model, drive data-backed decisions on deal architecture, discounting procedures, and margin

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

  • Partner with the Managed Services leadership team 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

  • Collaborate with other departments including Customer Experience, Business Operations, Product, and IT to ensure intended outcomes of each engagement and offering is maximized

  • Manage, coach, and develop of team 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 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 understanding of service delivery organizations, experience with partner channel delivery practices a plus

  • 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 CRM and ERP systems (Salesforce, Netsuite) and data visualization tools (Looker, Tableau, PowerBI)

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


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.