Program Manager, Customer Experience

at  Rapid7

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.

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 progra

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.