Program Manager, Customer Experience (Onboarding)

| Greater Boston Area | Hybrid
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Program Manager, Customer Experience (Onboarding)

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 putting the customer first as we transform and improve key experiences core to our customers. As a Program Manager in the Customer Experience Team, you will be at the center of that transformation, bridging the perspective and needs of our customers with cross-functional teams to drive forward improvements. Aligned to a prioritized experience area, and working closely with an Experience Lead and Experience Analyst, this role will ensure cross-functional teams are aligned and delivering improvements to the customer experience. 

This is a key role in achieving our ambitious goals for Rapid7’s growth, perfect for someone that is both tactically strong with a desire to roll up their sleeves to get work done and also strategic, facilitating partnerships and keeping alignment to the big picture.

Essential Responsibilities

  • Program manage the cross-functional work required to deliver an improved Customer Experience, facilitating the delivery of the workstreams

  • Track and measure progress of workstreams--accountable to the cross-functional program team to ensure work gets done

  • Monitoring cross-functional dependencies, surfacing areas for guidance, alignment and/or decision making and facilitating to remove bottlenecks for the cross-functional team

  • Clear and consistent communication and progress updates to key stakeholders and partners, making sure everybody is in sync

  • Owns Experience Documentation (Confluence), Project Management tools (Asana) and communication channels (Slack) 

  • Owns and executes key work-stream(s) by working with key cross-functional teams to deliver improvements the Customer Experience

  • Work closely with the Experience Lead and Experience Analyst to measure impact, tell the story of the work across Rapid7, and shape the broader Experience strategy

Job Requirements/Core Skills

  • Bachelor's Degree, MBA or equivalent experience strongly preferred

  • 5+ years’ experience in a cross-functional leadership, Strategic Consulting, Product Management or Customer Experience high-growth role

  • Experience managing towards and delivering business outcomes

  • Ability to think broadly and deeply, connecting dots across teams while also executing on specific projects to make forward progress

  • Attention to detail and ability to hold stakeholders accountable, but also ability to see the bigger picture and understand how work ladders up to broader organization strategy

  • Highly organized, with experience creating and managing project plans using Asana, Trello, Jira, AirTable or similar project management technology

  • Effective communication skills (oral and written), with the ability to be both assertive and influential, across levels and teams within the organization

  • Strong analytical ability required, the ability to define hypotheses and measure impact

  • Stakeholder management and facilitation across a wide range of teams

  • Dynamic and enthusiastic personality, combining flexibility and creativity

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • 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 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

How has your career grown since starting at the company?

Ive been on many teams in my time at Rapid7 and they have certainly “grown” from a size perspective, but more importantly, they all evolved with the changing times and needs. Some of the teams I was on were critical for our sales grown in an emerging market and though they no longer exist by name, I can see the tangible impact we made.

Sarah

Manager, Commercial Sales

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
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
President's club
Employee awards
Flexible work schedule
Remote work program
Our remote work program includes full-time remote for specific positions, Work remotely on occasion as needed.
Diversity
Documented equal pay policy
Dedicated diversity and 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.
Mandated 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.
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 insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
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.
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
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.
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Home-office stipend for remote employees
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
Variable.
Continuing education available during work hours
Online course subscriptions available
Paid industry certifications

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