Operations & Program Manager, Implementation

About the Opportunity

The company is growing faster than ever. It has surpassed $400M in ARR and is continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners. At this organization, the team is building the foundation for a safe, productive digital future. The 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. The organization 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, the organization takes 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 the organization 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 this role is for you. Come join the team and help shape a safer, simpler digital future.

Role Overview

As an Operations & Program Manager, Implementation on the Customer Experience (CX) team, this role will play a key part in shaping how customers are onboarded and activated at scale. This role focuses on building and improving the operational foundation that powers the Implementation team - from the systems used to deliver onboarding, to the service packages offered to customers, to the metrics used to measure activation and delivery success.

Key Responsibilities

• Lead the rollout and ongoing evolution of Rocketlane, the implementation workflow platform, serving as the operational and technical owner of the tool in partnership with CX leadership and technical operations teams. The goal is to ensure the platform is configured effectively, adopted successfully, and continuously improved to support how the Implementation team delivers value to customers.
• Partner closely with leadership to evolve Implementation service packages, including supporting the introduction of tiered offerings and helping define the reporting and operational frameworks needed to track time to value, delivery efficiency, and team capacity.
• This role sits at the intersection of customer experience, operations, and systems, translating strategy into scalable programs, tools, and processes that support teams across the onboarding and early adoption journey. Reporting to the Senior Manager of CX Operations, this individual will work closely with Implementation Specialists, Deployment Managers, Operations, and other cross-functional partners to improve workflows, strengthen delivery models, and ensure teams have the infrastructure they need to guide customers successfully.
• Lead the launch, configuration, and ongoing optimization of Rocketlane, serving as the operational and technical owner of the platform in partnership with CX leadership and technical operations teams.
• Ensure Rocketlane and other Implementation systems (Salesforce, Gainsight, other tooling) are configured effectively to support deployment workflows, integrations, reporting, and evolving business needs.
• Partner with cross-functional teams—including GTM, Customer Success, Support, Product, Sales, and Operations—to identify opportunities for workflow improvements, automation, and tooling enhancements across the onboarding and deployment journey.
• Map and analyze onboarding and activation workflows to identify operational friction points, tooling gaps, and opportunities to improve both team efficiency and the customer experience.
• Design and improve operational handoffs across the customer lifecycle—including Sales → Implementation → Customer Success ensuring clear ownership, data consistency, and a seamless customer experience.
• Partner with Implementation and Customer Success leadership to establish activation accountability frameworks, ensuring that activation progress is tracked and driven during the onboarding window and not deferred to post-onboarding.
• Partner with CX leadership to evolve and operationalize Implementation service packages, including supporting the introduction of tiered service offerings that align customer needs with scalable delivery models.
• Standardize onboarding playbooks, project templates, and implementation workflows to support consistent and scalable service delivery.
• Develop and maintain reporting frameworks and operational metrics that track key indicators such as time to value, onboarding performance, and team capacity, enabling leadership to make data-informed decisions about service delivery.
• Evaluate the effectiveness and adoption of Implementation tools and programs using usage data, performance metrics, and team feedback to drive ongoing improvements.
• Lead cross-functional readiness for new systems, workflows, or service offerings by coordinating rollout plans, change management, documentation, and training.
• Stay informed on emerging trends in onboarding operations, implementation tooling, and customer activation practices, proactively recommending improvements that strengthen the customer onboarding experience.

Required Qualifications

• 6+ years of experience in operations, implementation, customer onboarding, customer success, or a related field.
• Strong understanding of the customer onboarding and activation lifecycle, with experience improving operational workflows that support these stages.
• Experience owning or administering systems – such as Salesforce, Gong, Gainsight, etc. – that support onboarding, project delivery, or implementation workflows (e.g., project management or onboarding platforms). Experience with Rocketlane preferred.
• Proven ability to build scalable operational processes, identify inefficiencies, and drive improvements across cross-functional environments.
• Experience partnering with cross-functional teams such as Customer Success, Support, Product, Sales, and Operations.
• Strong program and project management skills, with experience leading initiatives that involve system launches, operational improvements, or process redesign.
• Comfort working with operational metrics, reporting, and data analysis to inform decision-making.
• Excellent communication and collaboration skills, with the ability to work effectively across technical and non-technical teams.
• Ability to thrive in fast-moving or evolving environments.
• Experience creating enablement resources such as documentation, playbooks, or training materials is a plus.

Compensation

USA-based roles only: The annual base salary for this role is between $122,000 USD and $166,000 USD, plus immediate participation in the organization's benefits program (health, dental, 401k and many others), utilization of generous paid time off, an equity grant and, where applicable, participation in incentive programs.

Canada-based roles only: The annual base salary for this role is between $111,000 CAD and $150,000 CAD, plus immediate participation in the organization's generous benefits program (health, dental, RRSP and many others), utilization of generous paid time off, an equity grant and, where applicable, participation in incentive programs.

Our Culture

At the organization, the team prioritizes collaboration, clear and transparent communication, receptiveness to feedback, and alignment with core values: keep it simple, lead with honesty, and put people first.

What We Offer

The organization believes in working hard, and rewarding that hard work through its benefits. While not an exhaustive list, here is a glance at what is currently offered:

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 account

Community

• Paid volunteer days
• Peer-to-peer recognition through Bonusly
• Remote-first work environment

Some roles in the GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.

Key skills/competency

• Operations Program Management
• Customer Implementation
• Customer Onboarding
• Customer Success
• Process Improvement
• System Administration
• Rocketlane
• Salesforce
• Gainsight
• Project Management