Customer Experience Program Director

3 weeks ago


Belfast, United Kingdom Rapid7 Full time

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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