Program Manager, Customer Experience

Job Summary:
As a Customer Experience Program Manager at Rapid7, you will strive for customer excellence while working cross functionally to improve customer's experiences across their entire journey.
About the Team:
The Customer Experience team is responsible for bringing the Rapid7 customer voice and best practices to the experiences that our customers will have with Rapid7. Working cross functionally to map out customer journeys, program manage experience improvements and consult on what is best for Rapid7 customers with internal teams.
About the Role:
In this role you will:

• Bring your passion for customers and their experiences everyday to your work
• Learn from Rapid7 customers, embody their voice and bring to internal teams and program work
• Build out program scope, plans, timelines & milestones
• Lead program work that improves customer outcomes
• Identify metrics and their use in a program to measure outcomes
• Host workshops and brainstorming sessions using creative ways of bringing new ideas out of a group
• Identify potential risk in program work and work with leadership on mitigation plans
• Research and bring best practices to program work and internal cross functional teams
• Build strong working relationships across the organization

The skills you'll bring include:

• Previous experience updating and improving internal processes leading to positive customer experiences
• Proven track record of working across an organization within the business and understanding how their work impacts each other
• Understanding of metrics and reporting and their use in a program to measure outcomes
• Developed understanding of project management and business operations
• Experience running small to medium sized programs with cross functional stakeholders
• Assisted in large cross functional programs running certain work streams and bringing the changes across the globe
• Able to build out program scopes, plans, timelines and milestones
• Understanding of program management principles and how to apply these to their work
• Strong attention to detail
• Strong communication skills (oral and written), with the ability to be both assertive and influential across teams within the organization.
• Storytelling skills with the ability to share the "why" of a program

We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today.
About Rapid7
At Rapid7, we are on a mission to create a secure digital world for our customers, our industry, and our communities. We do this by embracing tenacity, passion, and collaboration to challenge what's possible and drive extraordinary impact.
Here, we're building a dynamic workplace where everyone can have the career experience of a lifetime. We challenge ourselves to grow to our full potential. We learn from our missteps and celebrate our victories. We come to work every day to push boundaries in cybersecurity and keep our 11,000 global customers ahead of whatever's next.
Join us and bring your unique experiences and perspectives to tackle some of the world's biggest security challenges.