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. 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, 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 Qualifications

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

Key skills/competency

• Customer Experience Operations
• Program Management
• Operational Excellence
• Cross-functional Leadership
• SaaS Operations
• Tooling Strategy
• Change Management
• Data-Driven Decision Making
• Team Leadership
• Process Improvement