Program Manager for Customer Experience Excellence

3 weeks ago

Belfast, United Kingdom Rapid7 Full time

About the Role:

As a Customer Experience Program Manager at Rapid7, you will be responsible for driving customer excellence across the entire customer journey. This involves working closely with cross-functional teams to identify areas for improvement and implementing strategies to enhance the customer experience.

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. This involves working closely with internal teams to map out customer journeys, program manage experience improvements, and consult on what is best for Rapid7 customers.

Key Responsibilities:

  • Develop and implement customer experience strategies to drive customer excellence
  • Work closely with cross-functional teams to identify areas for improvement and implement changes
  • Build strong relationships with internal stakeholders to ensure effective communication and collaboration
  • Develop and manage program scopes, plans, timelines, and milestones
  • Lead program work that improves customer outcomes
  • Identify and implement metrics to measure program success
  • Host workshops and brainstorming sessions to generate new ideas and solutions
  • Identify potential risks in program work and develop mitigation plans
  • Research and implement best practices to improve program work and internal cross-functional teams

Requirements:

  • 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
  • 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're an equal opportunities employer:

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.

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