Principal Program Manager

Rapid7 is a publicly traded Cybersecurity company headquartered in Boston, MA with 17 offices around the world. We are excited to be expanding our Global footprint into India and as we build out our Product & Engineering teams, we are looking for Software Engineers. As a Software Engineer II you will take ownership of the development of new features for your team, working with cutting edge technologies and owning this process end to end. You will bring a customer centric approach with a curiosity and passion for continuous learning. You will be provided with coaching and support to help you further develop your skills to reach your full potential. This is an exciting opportunity to be one of the first hires for Rapid7 in India supporting our growth strategy in a culture that supports trying new approaches and continuous learning.
About the Team
You will join a highly collaborative, innovation-driven team tasked with shaping one of Rapid7's most strategic new offerings. Together, we are defining the vision for Managed EM and sprinting toward a V1 launch in 2026 that will set the foundation for continuous improvement over the following years. This team operates with urgency, creativity, and a deep sense of ownership, knowing that our work is central to Rapid7's long-term strategy and customer impact.
About the Role
In this role, you will transform complex security workflows into clear, guided, and outcome-driven experiences that help customers quickly realize value and feel confident in their exposure management strategy. With deep customer empathy and strong service-design expertise, you will champion the customer's voice across product, engineering, and both internal and partner delivery teams to ensure our service feels intuitive, modern, and distinctly Rapid7.
Your goal is to create a seamless, delightful, and high-impact service experience that helps customers reduce risk and advance their security programs with clarity and confidence.
In this role, you will:

• Customer-Centered Service Design
  
  • Lead the creation of service blueprints, journey maps, experience flows, and operational process definitions across the entire Managed CTEM lifecycle.
  • Deeply understand customer pain points, user behaviors, and service expectations through interviews, shadowing, research, and field insights.
  • Ensure the service experience is intuitive, cohesive, and outcome-oriented at every touchpoint.
  • Experience Architecture & Workflow Consulting
  • Translate customer needs and operational requirements into clear workflows, handoffs, and interaction models.
  • Design standardized playbooks for onboarding, assessments, remediation guidance, SLA management, reporting, and escalation paths.
  • Evaluate and optimize delivery workflows using a mix of qualitative insights, data signals, and operational feedback loops.
• Platform and Product Collaboration
  
  • Partner with Product Management, UX, and Engineering to ensure customer-facing workflows and service touchpoints align with platform capabilities.
  • Identify opportunities to scale the service with AI and work with the team to design the experience.
  • Define requirements for in-app experiences, dashboards, automations, and data-driven insights required to support the service.
  • Represent the voice of the service within platform roadmap discussions.
• Strategic Outsourcing & Service Delivery Partnerships
  
  • Develop a strategy for identifying and engaging external partners needed to support elements of service delivery.
  • Evaluate outsourcing models (regional expertise, follow-the-sun coverage, specialty remediation support, etc.).
  • Build playbooks, workflows, and quality standards to ensure partner-delivered components meet Rapid7 service expectations.
• Operational Alignment & Continuous Improvement
  
  • Work closely with Program Management, MDR operations, Customer Success, and Delivery teams to operationalize new processes and support scalable execution.
  • Establish measurement frameworks to track customer experience KPIs, SLAs, and operational health metrics.

The skills you'll bring include:

• 10+ years of experience in service design, service operations, workflow consulting, or customer experience strategy-ideally in cybersecurity, SaaS, managed services, or complex technical environments.
• Demonstrated expertise in service blueprinting, journey mapping, process modeling, and experience design.
• Strong customer orientation with the ability to translate complex or ambiguous customer needs into clear workflows and service experiences.
• Experience working with technical delivery teams and platform product teams; ability to align service design with tooling and automation.
• Background in consulting, managed services design, strategic operations, or workflow transformation is strongly preferred.
• Experience evaluating or managing outsourced delivery models is a plus.
• Excellent communication, facilitation, and storytelling skills.

What success looks like:

• A clearly articulated and documented end-to-end Managed CTEM service experience.
• High levels of cross-functional alignment between design, product, engineering, and operations.
• A service blueprint and playbook that enables consistent, predictable, high-quality delivery.
• Customer touchpoints that feel premium, modern, and seamless.
• Scalable processes supported by platform capabilities and automation.
• Well-defined outsourcing/partner delivery models that augment Rapid7 capabilities without compromising quality.

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.
About Rapid7
At Rapid7, we are on a mission to create a secure digital world for our customers, our industry, and our communities. We do this by embracing tenacity, passion, and collaboration to challenge what's possible and drive extraordinary impact.
Here, we're building a dynamic workplace where everyone can have the career experience of a lifetime. We challenge ourselves to grow to our full potential. We learn from our missteps and celebrate our victories. We come to work every day to push boundaries in cybersecurity and keep our 11,000+ global customers ahead of whatever's next.
Join us and bring your unique experiences and perspectives to tackle some of the world's biggest security challenges.
#MM10
About Rapid7
At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome.
Protecting 11,000+ customers against bad actors and threats means we're continuing to push the envelope just like we' ve been doing for the past 20 years. If you 're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.