Lead Program Manager, Customer Experience Programs & Operations

Responsibilities

• Drive strategic, cross-functional programs to scale customer success, improve outcomes, and accelerate retention and growth.
• Identify opportunities for innovation, automation, and process optimization to create scalable frameworks and systems.
• Lead high-impact strategic projects that impact global teams and redefine how Customer Success operates at scale.
• Partner with Customer Success, Product, Sales, and Operations to drive alignment and manage stakeholder expectations.
• Lead transformation initiatives and drive the adoption of new operating models and company priorities.
• Provide regular program reports to executive leadership, including KPIs, program health, and productivity measures.
• Tie program outcomes to measurable financial and operational impacts, such as retention and expansion.

Requirements

• Bachelor's degree in Business, Engineering, Computer Science, or a related field.
• 10+ years of experience in program or project management.
• 2+ years of experience in a leadership role.
• Proficiency in project management tools such as Salesforce, Jira, Asana, or Gainsight.
• Strong knowledge of program management methodologies including Agile, Waterfall, or Hybrid.
• Excellent communication, negotiation, and interpersonal skills.
• Proven ability to manage multiple complex projects and priorities simultaneously.

Preferred Qualifications

• Master's degree in a relevant field.
• PMP (Project Management Professional) or PgMP (Program Management Professional) certification.

About the Company

Rapid7 is a cybersecurity leader dedicated to creating a secure digital world. We harness collective expertise to challenge what's possible and drive extraordinary impact for over 11,500 customers globally. Join our dynamic and collaborative team to solve some of the toughest challenges in cybersecurity.