Note: The job is a remote job and is open to candidates in USA. 1Password is hiring a Staff Program Manager for its Customer Experience Operations & Programs team. The role leads strategic cross-functional programs that strengthen customer engagement, activate customer feedback, and improve customer experiences, product decisions, adoption, retention, and advocacy.
Responsibilities
- Lead strategic programs across customer engagement, including Voice of Customer, customer content, advocacy, and related initiatives
- Establish clear plans, owners, milestones, dependencies, success measures, and operating rhythms that improve visibility and execution
- Build scalable ways to collect, synthesize, and activate customer feedback, connecting insights to decisions, communications, and measurable improvements
- Lead cross-functional initiatives that improve customer journeys, handoffs, feedback loops, and other important moments across the customer lifecycle
- Partner with Customer Experience, Go To Market (GTM), Product, Engineering, Revenue Operations (RevOps), and other teams to manage tradeoffs and deliver shared outcomes
- Present concise, recommendation-led updates in team meetings, company forums, and executive discussions
- Support rollout, communications, enablement, and adoption for new programs, processes, tools, and ways of working, while identifying opportunities for simplification and automation
Skills
- 6+ years of experience in program management, operations, strategy and operations, or a related field, including work on customer-focused programs
- Experience leading complex, cross-functional initiatives from initial scope through implementation, adoption, and transition to ongoing ownership
- Ability to create structure from ambiguity, right-size processes, manage competing priorities, and move work forward with sound judgment
- Strong executive presence and communication skills, with the ability to present recommendations, tradeoffs, risks, and decisions to stakeholders at all levels
- Experience influencing partners without formal authority and aligning teams with different priorities, working styles, and levels of technical knowledge
- Demonstrated experience using AI-enabled tools and automation to improve research, analysis, planning, communication, workflow execution, or operational efficiency
- Experience in Customer Success, customer engagement, Voice of Customer, customer advocacy, customer insights, customer content, digital engagement, or customer education
- Familiarity with tools such as Asana or Notion, or a project management certification, is also helpful
Benefits
- Commission-eligible
- Immediate participation in 1Password's benefits program (health, dental, 401k and many others) for USA-based roles
- Immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others) for Canada-based roles
- Generous paid time off
- Equity grant
- Participation in incentive programs where applicable
- Maternity and parental leave top-up programs
- Competitive health benefits
- Generous PTO policy
- RSU program for most employees
- Retirement matching program
- Free 1Password account
- Paid volunteer days
- Peer-to-peer recognition through Bonusly
- Remote-first work environment
Company Overview
Company H1B Sponsorship