Senior Manager, Operations & Programs

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. Over 180,000 businesses 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 contributing to digital safety, working with curious, driven individuals, and solving hard problems, we want to hear from you.

The Opportunity: Senior Manager, Operations & Programs

As the Senior Manager, 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.

This role drives 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. You will partner 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.

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, translate strategic priorities into structured execution plans, and maintain consolidated views of CX initiatives, metrics, and risks.
• 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, ensuring clear ownership, prioritization, and measurable outcomes. Provide coaching, performance management, and development planning.
• 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.
• 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.
• Own System & Tooling Strategy for CX: Serve as a senior operational partner for core CX platforms, ensuring they are designed and configured for consistent and scalable service delivery. Lead intake, prioritization, and cross-functional alignment processes for CX tooling enhancements.
• 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.
• 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.
• 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.

Qualifications

• 8+ years of experience in Customer Experience, Customer Success, Support Operations, Implementation Operations, or related operational leadership roles.
• 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 and prioritization frameworks.
• Proven ability to lead complex, cross-functional initiatives across CX, Product, GTM, Revenue Operations, and technical teams.
• Experience shaping CX systems and tooling strategy, defining requirements, and driving adoption.
• Strong business and financial acumen, contributing to budget planning and headcount modeling.
• Experience establishing reporting frameworks, leadership cadences, and operational planning processes.
• Strong analytical capabilities with the ability to translate data into strategic recommendations.
• Excellent written and verbal communication skills, with ability to influence senior leaders.
• Ability to operate effectively in fast-paced, evolving environments.

Preferred Qualifications

• Experience supporting AI-enabled or automation-driven customer workflows.
• Preference for candidates with experience in Customer Support and Support Operations.

Key skills/competency

• Customer Experience Operations
• Program Management Office (PMO)
• Team Leadership
• Operational Strategy
• Workflow Optimization
• Cross-functional Leadership
• SaaS Environment
• Tooling & Systems Management
• Data-Driven Decision Making
• Change Management