Senior Manager, CX Operations & Programs

Senior Manager, CX Operations & Programs 1Password is growing faster than ever. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing and the Utah Mammoth. 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 of 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, ris ... (truncated, view full listing at source)