Operations & Program Manager, Implementation

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 an Operations & Program Manager, Implementation on our Customer Experience (CX) team, you will play a pivotal role in driving key initiatives that shape the future of how we onboard and activate customers. Your work will focus on leading the operational and programmatic efforts that support scalable deployment, including implementing new systems and tools that elevate the Implementation team’s effectiveness, revisiting and redefining service packages we offer customers, and establishing frameworks that improve how we deliver value throughout the onboarding journey.

You’ll 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, from initial onboarding through deployment, activation, and early adoption. Reporting to the Senior Manager of CX Operations, you will drive the initiatives that strengthen our implementation delivery model and support the team’s evolution as we grow.

In this role, you’ll partner with Implementation Specialists, Deployment Managers, Operations and other cross-functional teams to build clarity, streamline workflows, and ensure our teams are equipped with the right tools, documentation, and frameworks to guide customers effectively. You’ll also help lead the rollout of new technologies, such as a system to support deployment workflows, and drive organizational readiness, training, and adoption.

Your strategic mindset, ability to navigate complex cross-functional relationships, and passion for operational excellence will enable you to identify friction points, develop and launch impactful initiatives, and strengthen the end-to-end customer journey. This role is perfect for someone who thrives at the intersection of customer experience, systems, and program management, and who is motivated by building the infrastructure that helps Implementation teams do their best work.

What to expect:

• Lead the implementation and ongoing management of systems and tools that support the Implementation organization, ensuring configurations, integrations, and functionality align with business needs and customer delivery models.

• Partner with cross-functional stakeholders (Implementation, Success, Support, Product, Operations) to identify opportunities for automation and workflow optimization across the customer onboarding and deployment journey, designing and implementing solutions that streamline delivery and reduce operational friction.

• Map, monitor, and analyze onboarding, deployment, and activation workflows, identifying pain points in customer handoffs, internal processes, service package delivery, or tooling gaps and driving the initiatives that resolve them.

• Evaluate the effectiveness, adoption, and scalability of Implementation tools and processes by using usage data, performance metrics, activation insights, and team feedback to propose enhancements and guide iterative improvements.

• 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 assessing operational feasibility, aligning with cross-functional partners, and ensuring packages are well-scoped, deliverable, and scalable.

• Drive cross-functional readiness for new systems, processes, or service offerings by establishing rollout plans, supporting communications, delivering training, and coordinating change management efforts across Implementation, Success, and other CX teams.

• Stay current with trends in customer onboarding, deployment operations, implementation tooling, and activation best practices, proactively recommending new capabilities, workflow improvements, or technologies that enhance the customer’s early-life experience.
  

What we're looking for:

• 6+ years of experience in operations, customer onboarding, implementation, customer success, or a related field—ideally with a focus on deployment, activation or enablement.

• Strong understanding of the customer journey, particularly the onboarding and activation stages, with experience improving or supporting these workflows.

• Proven ability to optimize operational processes, build scalable frameworks, and identify gaps or inefficiencies across implementation or CX environments.

• Experience partnering with cross-functional teams (e.g., Implementation, Success, Support, Product, Sales) to ensure alignment across the customer lifecycle.

• Excellent project management skills, with a track record of leading implementation-focused initiatives, driving timelines, and ensuring operational readiness.

• Proficiency with data analysis, metrics tracking, and reporting to surface trends, highlight risks, and inform process improvements.

• Exceptional communication and collaboration skills, with the ability to work effectively across technical and non-technical roles.

• Comfort and adaptability in fast-moving or evolving environments.

• Familiarity with enablement activities—such as creating documentation, playbooks, training materials, or process guides—is a strong plus.

USA-based roles only: The annual base salary for this role is between $122,000 USD and $166,000 USD, plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Canada-based roles only: The annual base salary for this role is between $111,000 CAD and $150,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

Our culture

At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first.

You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone . Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results.

We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged at 1Password—it's an essential part of how we will be successful at 1Password.

Our approach to remote work

We believe in the power of remote work, but recognize that in-person connection is important to help us achieve our mission. While we are a remote-first company, travel for in-person engagement is a part of almost all roles, and we require our employees to be ready and willing to take part. Frequency will depend on role and responsibilities, and may include, but is not limited to: annual department-wide offsites, team meetings, and customer/industry events.

What we offer

We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer:

Health and wellbeing

👶 Maternity and parental leave top-up programs

🩺 Competitive health benefits

🏝 Generous PTO policy

Growth and future

📈 RSU program for most employees

💸 Retirement matching program

🔑 Free 1Password account

Community

🤝 Paid volunteer days

🏆 Peer-to-peer recognition through Bonusly

🌎 Remote-first work environment

*Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.

You belong here.

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at [email protected] and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.

This posting is for an existing vacancy.

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