Program Manager - Engineering Customer Enablement

Job Description:
At Rapid 7 our mission is to engineer simple, innovative solutions for security's critical challenges. We are committed to helping our customers build security into the heart of their organization. We are a leading cybersecurity company located in 120 countries and are consistently ranked as top places to work.
In this role you will be part of the engineering team working closely with support and product teams building our flagship vulnerability management product. This role will lay the foundation for growth and better customer experience through operational maturity, discipline, collaboration with support and product. We are seeking a teammate who can help our engineering organization with our quality and customer-first initiatives. Our ideal teammate possesses a natural curiosity, sharp analytical skills, and is excited to drive improvements on behalf of customers. We are looking for an individual that can lead customer and quality initiatives, build and maintain strategic relationships with a variety of stakeholders, develop repeatable processes, and help deliver results. If you're passionate about solving complex problems at scale and want to join a fast-paced organization with meaningful impact to customers by delivering quality products, then we'd like to talk to you.
Location:
This role is onsite located in Austin, Texas
What you will do (Responsibilities):

• You will be the bridge between support & engineering to help provide frictionless experience to our customers while using our products. Help with fast and satisfactory resolution to their issues.
• Be the voice of customer within engineering by championing, tracking and reporting customer and support reported issues
• Facilitate Root Cause Analysis and retrospectives
• Write customer-facing technical communications to provide description, root cause and status of issues
• Collaborate with support, engineering, and other stakeholders to develop and roll out new process improvements
• Be the champion for the quality initiatives engineering teams are working on by driving the operational metrics, reporting and communication
• Help scale the existing engineering support model by driving new strategic initiatives around self-service, knowledge management and cross-training
• Represent engineering teams in front of various stakeholders to communicate status, track risks for key initiatives and support escalations
• Drive continuous improvement in our quality and customer first programs

What you bring (Qualifications):

• Minimum 7+ years of working directly with engineering teams in technical roles
• 5+ years of experience with technical product or program management experience
• Bachelor's degree or equivalent experience in Software Engineering, Computer Science, or related field
• Experience working on cross-functional initiatives with Product Engineering, Product Management, User Experience, and Customer support functions
• Experience in project planning, agile software development methodologies
• Experience in various development and planning tools like JIRA, Confluence etc.
• Executive presence and strong communication skills with audiences at all levels both internal and customer-facing
• Experience managing programs across cross-functional teams, building processes and quality initiatives
• Experience defining business metrics/KPIs/SLAs used to drive business objectives and reporting to senior leadership
• Have broad experience in their discipline to execute against organizational goals by solving complex problems through creative solutions
• Can see the big picture and has experience to drive change across multiple organizations

About Rapid7:
Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We're on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people.
With more than 10,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.