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 seeking an exceptional leader as the Director, Services Operations to lead our Services Operations team as well as our client facing Project Management Team. This key role is critical to ensure that we are delighting our customers by orchestrating the delivery of customer value as we deploy our industry-leading security platform portfolio. The Director, Services Operations will be responsible for successfully engaging with delivery and selling teams to lead customer services engagements, and scaling and driving improvement and effective practices and processes that have our customer outcomes and experience at the center. In addition, the Director will be responsible for developing the strategies and analytics to manage the services P&L’s to continue to drive the top line while positively impacting customer outcomes. 

As the Director, Services Operations your goal is to set the course for this highly impactful and visible part of the Rapid7 organization, positively impacting revenue growth as well as our customer’s experience. Successful candidates will have a strong ability to maximize operational efficiency, develop and action against core operational KPIs, and lead change management from ideation to execution. You must have a sense of urgency, exceptional communication skills, and the ability to lead and influence in a fast-paced environment. A successful candidate will have an ability to evaluate, develop, and evolve a high performing team.

Reporting to the Vice President of Customer Achievement and Health Operations, and partnering with the Consulting and Services functions, you will play a key role in the current and future strategy of our services business. In addition, you will be partnering across the Rapid7 organization Go-to-Customer teams: Sales, Pre-Sales Engineering, Customer Success, Support, Product Practices, and Marketing. 

Essential Responsibilities 

• Provide operational, analytical, and decision-making support to Rapid7’s executive team in the support of our service delivery strategy and execution

• Lead operational performance management initiatives within the services organizations to drive scale and growth. Partner with our Finance organization to meet our revenue goals and drive visibility.

• Drive and scale our services delivery operations from pre-sales to delivery, focusing on enhanced processes, technology deployment, and analytics (i.e. scope definition, implementation, change management, planning and analysis)

• Manage operational budgets for the Professional Services organizations. Manage revenue and margin forecasting, resource utilization and capacity planning for those teams.

• Solve for the holistic customer experience, creating consistent and high value engagements across our various servicing teams and customer profiles

• Facilitate communication, understanding and impact with Rapid7 leadership and other key strategy stakeholders, including regular updates and progress meetings

• Lead and develop a world class organization. Manage and provide direction to ensure the overall highest-level delivery, quality control, and management of projects

Job Requirements

• Meaningful experience leading, scaling, and developing the strategies and execution of a high-paced enterprise service delivery and/or operations organization

• Proven record of managing all facets of project management including planning, implementation, delivery, and closeout as well as demonstrated ability to synthesize complex information and documentation in a deadline-driven environment 

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

• Strong financial acumen, strong track record of budget and P&L management, project and contract functions, and revenue management

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

• Proven experience creating operational leverage through recommending, implementing, and integrating processes, tools, and best practices

• Experience leading cross-functional teams and managing across multiple geographically dispersed offices

• Project management certification (PMP) and/or formal coursework/training in project management strongly preferred

• Experience with project and time management systems (Netsuite SRP, FinancialForce, MS Project or similar); experience with SalesForce a plus 

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