1Password is looking for an Operations & Program Manager, Implementation to drive key initiatives that shape the future of customer onboarding and activation. You will act as a key connector between strategy and execution, turning high-level goals into operational plans, programs, and processes that support teams across every stage of the customer journey.
What You'll Do
- Lead the implementation and ongoing management of systems and tools that support the Implementation organization.
- Partner with cross-functional stakeholders to identify opportunities for automation and workflow optimization across the customer onboarding and deployment journey.
- Map, monitor, and analyze onboarding, deployment, and activation workflows, identifying pain points and driving initiatives to resolve them.
- Evaluate the effectiveness, adoption, and scalability of Implementation tools and processes using data and feedback to propose enhancements.
- Serve as the operational and technical owner for key Implementation systems and programs.
- Lead initiatives to revisit, refine, or redesign customer service packages related to onboarding, deployment, and activation.
- Drive cross-functional readiness for new systems, processes, or service offerings by establishing rollout plans and coordinating change management.
- Stay current with trends in customer onboarding, deployment operations, and activation best practices to proactively recommend improvements.
What We're Looking For
- 6+ years of experience in operations, customer onboarding, implementation, customer success, or a related field.
- Strong understanding of the customer journey, particularly the onboarding and activation stages.
- Proven ability to optimize operational processes, build scalable frameworks, and identify gaps or inefficiencies.
- Experience partnering with cross-functional teams (e.g., Implementation, Success, Support, Product, Sales).
- Excellent project management skills with a track record of leading implementation-focused initiatives.
- Proficiency with data analysis, metrics tracking, and reporting to surface trends and inform process improvements.
- Exceptional communication and collaboration skills.
- Comfort and adaptability in fast-moving or evolving environments.
Nice to Have
- Familiarity with enablement activities—such as creating documentation, playbooks, training materials, or process guides.
Team & Environment
This role is part of the Customer Experience (CX) team and reports to the Senior Manager of CX Operations. Our team values collaboration, clear and transparent communication, and receptiveness to feedback. We challenge the status quo and are excited to experiment and iterate. We are committed to leveraging cutting-edge technology, including AI, and actively learning AI best practices.
Benefits & Compensation
- Compensation: USA: $122,000-$166,000 USD; Canada: $111,000-$150,000 CAD plus an equity grant.
- Health, dental, 401k/RRSP benefits.
- Generous paid time off.
- Equity grant.
- Participation in incentive programs.
- Maternity and parental leave top-up programs.
- Free 1Password account.
- Paid volunteer days.
- Peer-to-peer recognition through Bonusly.
Work Mode
This is a remote-first position open to candidates in the USA and Canada.
1Password is proud to be an equal opportunity employer committed to fostering an inclusive, diverse and equitable workplace.
