Operations & Program Manager, Implementation

About the Opportunity

The company is growing faster than ever, surpassing $400M in ARR and earning a spot on the Forbes Cloud 100 for four years in a row. The team is building the foundation for a safe, productive digital future by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. They pioneered Extended Access Management and are trusted by over 180,000 businesses. If you're excited about contributing to digital safety, working with curious and driven individuals, and solving hard problems in a fast-paced environment, this role is for you. Help shape a safer, simpler digital future.

Role Overview

As an Operations & Program Manager, Implementation on the Customer Experience (CX) team, you 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, including systems, service packages, and success metrics. You will lead the rollout and ongoing evolution of Rocketlane, serving as the operational and technical owner of the platform. The goal is to ensure it's configured effectively, adopted successfully, and continuously improved to support the team's delivery of value to customers. You will also partner closely with leadership to evolve Implementation service packages, supporting tiered offerings and defining reporting frameworks 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. Reporting to the Senior Manager of CX Operations, you will work closely with Implementation Specialists, Deployment Managers, Operations, and cross-functional partners to improve workflows, strengthen delivery models, and ensure teams have the necessary infrastructure.

Key Responsibilities

• Lead the launch, configuration, and ongoing optimization of Rocketlane, acting as the operational and technical owner.
• Ensure Rocketlane and other Implementation systems (Salesforce, Gainsight, etc.) are effectively configured for deployment workflows, integrations, reporting, and evolving business needs.
• Partner with cross-functional teams (GTM, Customer Success, Support, Product, Sales, Operations) to identify workflow improvements, automation, and tooling enhancements.
• Map and analyze onboarding and activation workflows to identify operational friction points, tooling gaps, and opportunities for efficiency and customer experience improvements.
• Design and improve operational handoffs across the customer lifecycle (Sales → Implementation → Customer Success) ensuring clear ownership, data consistency, and a seamless experience.
• Partner with leadership to establish activation accountability frameworks, ensuring activation progress is tracked during onboarding.
• Partner with CX leadership to evolve and operationalize Implementation service packages, including tiered offerings aligned with customer needs and scalable delivery models.
• Standardize onboarding playbooks, project templates, and implementation workflows for consistent and scalable service delivery.
• Develop and maintain reporting frameworks and operational metrics (time to value, onboarding performance, team capacity) for data-informed decision-making.
• Evaluate the effectiveness and adoption of Implementation tools and programs using data and feedback to drive improvements.
• Lead cross-functional readiness for new systems, workflows, or service offerings through rollout plans, change management, documentation, and training.
• Stay informed on emerging trends in onboarding operations, implementation tooling, and customer activation practices, recommending improvements.

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.
• Experience owning or administering systems supporting onboarding, project delivery, or implementation workflows (e.g., project management or onboarding platforms like Rocketlane preferred; Salesforce, Gong, Gainsight experience valuable).
• Proven ability to build scalable operational processes, identify inefficiencies, and drive improvements across cross-functional environments.
• Experience partnering with cross-functional teams (Customer Success, Support, Product, Sales, Operations).
• Strong program and project management skills, leading initiatives involving system launches, operational improvements, or process redesign.
• Comfort working with operational metrics, reporting, and data analysis.
• Excellent communication and collaboration skills, working effectively across technical and non-technical teams.
• Ability to thrive in fast-moving or evolving environments.
• Experience creating enablement resources (documentation, playbooks, training) is a plus.

Compensation

• USA-based: $122,000 - $166,000 USD annually, plus benefits (health, dental, 401k), generous PTO, and an equity grant.
• Canada-based: $111,000 - $150,000 CAD annually, plus benefits (health, dental, RRSP), generous PTO, and an equity grant.

Our Culture

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

• Health and Wellbeing: Maternity/parental leave top-up, competitive health benefits, generous PTO.
• Growth and Future: RSU program, retirement matching, free account.
• Community: Paid volunteer days, peer-to-peer recognition, remote-first work environment.

Some GTM roles in Toronto and Austin may be hybrid/in-person.

Key skills/competency

Operations Management, Program Management, Implementation, Customer Onboarding, Customer Success, Process Improvement, System Administration, Rocketlane, Workflow Optimization, Data Analysis.