Director, Services Operations

| Greater Boston Area
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Company Description

 

 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 Delivery Operations to lead our services and managed 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, as well as Managed Services and Strategic Consulting Services. The Director, Services Delivery 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 orchestrating the strategies to manage the services and managed 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 and our customer’s experience. You must be adept at fostering relationships with customer organizations, have exceptional communication skills, and ability to lead and influence in a fast-paced, matrix and highly collaborative environment. Reporting to the Vice President of Business 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 GTC teams: Sales, Pre-Sales Engineering, Support, Product Practices, and Marketing. 

A successful candidate will have an ability to evaluate and develop areas of improvement for key projects and business processes, while building, growing and coaching a high performing and diverse team to drive great customer outcomes. This individual is expected to successfully engage globally and helps build our presence in diverse markets and industries. You could be the leader that can help this team achieve massive impact!


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

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

  • Drive and scale our services project management function to meet the demands of a growing Services business, and ensure delivery excellence across all projects for both customers and internal stakeholders 

  • Envision and implement Go-To-Customer Engagement strategies that support the adoption, education and empowerment of our customers

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

  • Evolve and establish project planning standards to provide a consistent experience to our customers across all our Services

  • Develop and ensure effective implementation of key processes and tools to support services projects, revenue management and project portfolio management for all project components (i.e., scope definition, analysis and planning, implementation, change management and deliverables)

  • Effectively handle escalations leading major project team discussions and driving to appropriate actions and resolution

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

  • Lead the Managed Services and Services Operations team in 

  • Support the PMO leadership team in monitoring the scope, quality, schedule of our services portfolio, including periodically working with service line directors and project leads to review and assure delivery of all major strategy and project deliverables and milestones

  • Collaborate with other departments including Marketing, Customer Experience, Sales, Operations, Support, and Product to ensure the intended outcomes of each engagement and offering is maximized

  • Manage and provide direction and leadership to the team to ensure the overall highest-level delivery, quality control, and management of projects


Job Requirements

 

The ideal candidate will be an excellent leader and will have significant experience in managing projects and teams to directly drive customer outcomes with proven experience managing complex, multi-stakeholder programs, and customer initiatives. Looking for someone with passion, energy, intellect and drive that can bring fresh ideas, that is accomplished in developing and aligning strategies with business priorities, and developing standards and best practices for service delivery.

  • Mastery of project management practice in a complex, deadline-driven environment. This includes a mix of both high and low-touch customers

  • Problem solver, impact-oriented, self-motivated, highly-organized and collaborative individual 

  • Demonstrated experience in successfully leading complex projects with high-level results

  • 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 

  • Bachelor’s Degree required; minimum 5-7 years of experience leading, scaling and developing a project management team in customer-facing, enterprise-level project management in Cyber-Security, SaaS, digital agencies, or technology consulting organizations

  • Strong track record of budget 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 

  • Skilled negotiator and communicator that drives operational excellence. 

  • Proven experience recommending, implementing, and integrating processes, tools, and best practices

  • Demonstrated ability to work cross-functionally to create impact; experience supporting sales teams with selling and scoping project work 

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

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

Rapid7 is conveniently located between the North End and West End of Boston, with plenty of restaurants, bars and public transport close by.

An Insider's view of Rapid7

What does your typical day look like?

For the majority of the day it’s a mix of weekly check-ins with various teams, project updates, and the occasional brainstorm.

When I’m not in meetings I’ve got headphones in while planning, writing, or designing — at my desk or perched somewhere around the office.

Grace

Senior Brand Storyteller

What are some things you learned at the company?

When we talk about being a moose and impact together, what we are saying is that we support each other on our journey forward. We actively look for ways to collaborate, strengthen our ideas and learn from each other, no matter what department you may be in at Rapid7.

David

Global Director of Sales Engineering

What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
Once a year, Rapid7 offices across the globe close for the day so employees can volunteer.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Rapid7 is led by a diverse management team that represent the security community we serve. We believe that we all have a responsibility to continuously improve our DE&I efforts.
Unconscious bias training
We believe in continuous learning, our in-house trainers conduct consistent diversity trainings. We advocate for diverse thinking and strive to cultivate a workforce that mirrors the best minds.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
We have so many amazing and organically created employee resource groups! These internal Rapid7 communities allow for an authentic experience where diverse employees and allies can come together.
Hiring Practices that Promote Diversity
We've taken the Parity Pledge, we reinforce strategic recruitment, we are committed to diversity partnerships, and we understand the importance in training around unconscious bias.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes full-time remote for specific positions, Work remotely on occasion as needed.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Our employees receive unlimited hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Employees receive unlimited hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Rapid7 has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored sparkling water you can handle.
Some Meals Provided
Employees get free lunch during quarterly in-office Town Halls and some team meetings.
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Variable.
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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