Operations & Program Manager, Implementation

Operations & Program Manager, Implementation

Join 1Password as an Operations & Program Manager on our Customer Experience (CX) team. In this role, you will help shape how we onboard and activate customers at scale. You will own the operational foundation that supports our Implementation team, focusing on systems, service packages, and metrics for success.

About the Role

As an Operations & Program Manager, you will lead the rollout of Rocketlane, our implementation workflow platform. You will ensure the platform is configured effectively and continuously improved. You will also work closely with leadership to enhance our Implementation service packages and define the reporting frameworks needed to track success.

What You'll Do

• Lead the launch and ongoing optimization of Rocketlane, partnering with CX leadership and technical operations teams.
• Ensure Rocketlane and other systems are configured effectively for deployment workflows and reporting.
• Collaborate with cross-functional teams to identify workflow improvements and automation opportunities.
• Map and analyze onboarding workflows to identify friction points and improve efficiency.
• Design operational handoffs across the customer lifecycle for a seamless experience.
• Establish activation accountability frameworks to track progress during onboarding.
• Standardize onboarding playbooks and implementation workflows for consistent delivery.
• Develop reporting frameworks to track key indicators like onboarding performance and team capacity.
• Evaluate the effectiveness of Implementation tools using data and team feedback.
• Coordinate rollout plans and training for new systems or workflows.
• Stay informed on trends in onboarding operations and recommend improvements.

What We're Looking For

• 6+ years of experience in operations, implementation, or customer onboarding.
• Strong understanding of the customer onboarding lifecycle and improving operational workflows.
• Experience with systems like Salesforce, Gong, or Gainsight; Rocketlane experience is preferred.
• Ability to build scalable processes and drive improvements across teams.
• Experience working with Customer Success, Support, Product, Sales, and Operations teams.
• Strong program and project management skills.
• Comfort with operational metrics and data analysis.
• Excellent communication and collaboration skills.
• Ability to thrive in fast-moving environments.
• Experience creating documentation or training materials is a plus.

What We Offer

For USA-based roles, the annual base salary is between $122,000 USD and $166,000 USD, plus benefits including health, dental, 401k, paid time off, equity grant, and participation in incentive programs.

For Canada-based roles, the annual base salary is between $111,000 CAD and $150,000 CAD, with similar benefits.

• 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.

Our Culture

At 1Password, we value collaboration, clear communication, and feedback. We strive for excellence and seek individuals who are adaptable and driven to make an impact. If you enjoy solving challenging problems and are eager to learn, you may find a great fit with us.

Our Approach to Remote Work

We support remote work but also value in-person connections. While we are a remote-first company, travel for team engagement is expected. The frequency will depend on your role.

Equal Opportunity Employer

1Password is an equal opportunity employer. We welcome all individuals and do not discriminate based on gender identity, race, disability, sexual orientation, or other characteristics. We are committed to creating an inclusive workplace.

Accommodation is available during the recruitment process. If you need assistance, please reach out to your talent acquisition partner.

Successful applicants will undergo a background check as permitted by local law. We utilize AI technology to assist in the recruitment process. If you prefer not to have your application assessed using AI features, you may opt out.