Important: 1Password is growing faster than ever. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing and the Utah Mammoth.
About 1Password
At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work.
If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.
As the Senior Manager of Operations & Programs within Customer Experience (CX), you will lead the strategy, execution, and operational foundations that enable our post-GTM customer-facing teams to operate effectively at scale. You will oversee a team responsible for managing core CX programs, operational workflows, tooling strategy, and cross-functional initiatives that strengthen how we onboard, support, engage, and grow our customers.
You will drive operational excellence across the post-GTM lifecycle, ensuring CX teams are equipped with the systems, processes, insights, and governance required to deliver consistent and high-quality customer experiences. This role partners closely with Customer Success, Support, Implementation, Revenue Operations, TechOps, Product, and GTM to align workflows, improve tooling, and drive shared customer outcomes.
This is a senior leadership role responsible for building scalable operational infrastructure, leading cross-functional change, and developing a high-performing team that enables CX excellence.
This is a remote opportunity within Canada and the US.
Key responsibilities
Establish and Maintain CX Operating Cadence
- Design and manage the operating rhythm for the CX organization, including leadership forums, business reviews, planning cycles, and cross-functional governance meetings.
- Standardize reporting frameworks and executive materials that provide visibility into performance, initiative progress, and operational health.
- Translate strategic priorities into structured execution plans, ensuring clear ownership, follow-through, and accountability across CX leadership.
- Maintain consolidated views of CX initiatives, metrics, and risks to support informed decision-making at the senior leadership level.
Lead and Grow a High-Performing CX Operations & Programs Team
- Lead and develop a team responsible for CX programs and operational strategy supporting post-GTM customer-facing functions. Ensure clear ownership, prioritization, and measurable outcomes aligned to CX and company objectives.
- Provide coaching, performance management, and development planning to strengthen leadership capability and operational depth across the team.
Drive Operational Excellence Across Support, CS, and Implementation
- Design, implement, and continuously improve scalable workflows, playbooks, governance models, and lifecycle processes that enhance efficiency, clarity, and consistency across post-GTM CX teams.
- Establish operational frameworks that support onboarding, service delivery, customer engagement, risk management, and renewal enablement in partnership with functional leaders.
Lead Major Cross-Functional Initiatives
- Define strategy, develop roadmaps, and execute high-impact initiatives spanning multiple customer-facing teams across the post-GTM lifecycle.
- Establish program governance, success metrics, and portfolio prioritization practices to ensure initiatives are well-scoped, resourced, and deliver measurable outcomes.
Own System & Tooling Strategy for CX
- Serve as a senior operational partner for core CX platforms, ensuring they are designed and configured to support consistent and scalable service delivery.
- Lead intake, prioritization, and cross-functional alignment processes for CX tooling enhancements in partnership with technical stakeholders.
Enhance Data-Driven Decision Making
- Partner with CX TechOps, RevOps, Data and other internal teams to develop reporting, dashboards, and insights that help leaders understand performance, surface risks, and inform operational improvements.
- Leverage quantitative and qualitative data to drive continuous improvement across CX functions.
Champion Organizational Readiness & Change Management
- Lead rollout plans, communication strategies, and cross-functional training to support adoption of new systems, processes, and programs across the Support, Success, and Implementation organizations.
- Ensure teams are equipped, informed, and confident during transitions or large-scale operational shifts.
Stay Ahead of Industry Trends
- Monitor best practices in CX operations, AI-enabled customer workflows, and post-GTM systems, bringing forward recommendations that advance operational maturity and customer experience.
Qualifications
- 8+ years of experience in Customer Experience, Customer Success, Support Operations, Implementation Operations, or related operational leadership roles, with 3+ years leading managers and building high-performing teams.
- Experience in a SaaS or technology organization.
- Demonstrated experience designing and scaling operational programs within customer-facing organizations.
- Strong background in PMO leadership, including portfolio governance, prioritization frameworks, risk management, and structured initiative delivery across multiple teams.
- Experience managing managers, including setting performance expectations, driving accountability, and supporting leadership development.
- Proven ability to lead complex, cross-functional initiatives across CX, Product, GTM, Revenue Operations, and technical teams.
- Experience shaping CX systems and tooling strategy in partnership with technical stakeholders, including defining requirements, prioritizing enhancements, and driving adoption at scale.
- Strong business and financial acumen, with experience contributing to budget planning, headcount modeling, and investment prioritization.
- Experience establishing reporting frameworks, leadership cadences, and operational planning processes that enable executive decision-making.
- Strong analytical capabilities with the ability to translate data into strategic recommendations and measurable business outcomes.
- Excellent written and verbal communication skills, with the ability to influence senior leaders and align diverse stakeholders.
- Ability to operate effectively in fast-paced, evolving environments with shifting priorities.
Preferred:
- Experience supporting AI-enabled or automation-driven customer workflows.
- Preference will be given to candidates with experience in Customer Support and Support Operations.
USA-based roles only: The annual base salary for this role is between $134,000 USD and $194,000 USD, plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
Canada-based roles only: The annual base salary for this role is between $131,000 CAD and $190,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.
This posting is for an existing vacancy.
Our culture
At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first.
You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results.
How we work with AI
We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged—it's an essential part of how we will be successful at 1Password.
This approach extends to our hiring process—candidates are welcome to use AI tools responsibly and thoughtfully during the application process.
Our approach to remote work
We believe in the power of remote work, but recognize that in-person connection is important to help us achieve our mission. While we are a remote-first company, travel for in-person engagement is a part of almost all roles, and we require our employees to be ready and willing to take part. Frequency will depend on role and responsibilities, and may include, but is not limited to: annual department-wide offsites, team meetings, and customer/industry events.
What we offer
We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer:
Health and wellbeing
👶 Maternity and parental leave top-up programs
🩺 Competitive health benefits
🏝 Generous PTO policy
Growth and future
📈 RSU program for most employees
💸 Retirement matching program
🔑 Free 1Password account
Community
🤝 Paid volunteer days
🏆 Peer-to-peer recognition through Bonusly
🌎 Remote-first work environment
*Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.
You belong here.
Important: 1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.
Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.
Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.
Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.
1Password uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See here for the latest third party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing this form. For additional information see our Candidate Privacy Notice.
