Customer Experience Program Director
3 weeks ago
Job Summary:
As a Customer Experience Program Manager at Rapid7, you will strive for exceptional customer outcomes while working collaboratively across functions to enhance customer experiences throughout their entire journey.
About the Team:
The Customer Experience team is responsible for representing the Rapid7 customer voice and best practices in the experiences that our customers 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 every day to your work
- Learn from Rapid7 customers, embody their voice, and bring it to internal teams and program work
- Develop and implement program scope, plans, timelines, and milestones
- Lead program work that improves customer outcomes
- Identify and utilize metrics to measure program outcomes
- Host workshops and brainstorming sessions using creative approaches to bring new ideas from a group
- Identify potential risks in program work and work with leadership on mitigation plans
- Research and apply best practices to program work and internal cross-functional teams
- Build strong working relationships across the organization
Requirements:
The skills you will bring include:
- Previous experience in updating and improving internal processes leading to positive customer experiences
- Proven track record of working across an organization, 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 them 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
At Rapid7, we value diverse teams and encourage applicants from all backgrounds to apply.
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