Senior Manager, Technical Operations

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 175,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information. 

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.

The Senior Manager, Technical Operations is a strategic leadership role responsible for defining and executing the vision for the technical infrastructure, integrations, and data systems that power the Customer Experience organization (Support and Success). This role drives operational excellence and scalability by leading the design, implementation, and continuous optimization of tools, workflows, and data pipelines that enable efficient, insight-driven operations aligned with company objectives. It plays a pivotal role in shaping how technology, data, and automation fuel decision-making, ensuring solutions are strategic, scalable, and deliver measurable impact across the customer journey.

By driving the integration and evolution of core systems and workflows, the Senior Manager, Technical Operations ensures the Customer Experience organization operates on a foundation of robust, interconnected, and data-informed technology. This role empowers leaders and teams to make confident, evidence-based decisions, enhancing customer outcomes, improving operational performance, and enabling sustainable growth through proactive, technology-led innovation.

This is a remote opportunity within Canada and the US.

What we’re looking for:

• 8+ years of experience in technology management, systems integration, or data-driven operational roles, with at least 2 years in a senior leadership capacity.

• Proven track record of leading high-performing technical or Customer Experience operations teams, fostering collaboration, accountability, and innovation to deliver meaningful customer outcomes.

• Experience developing and executing cross-functional strategies that align Customer Support, Customer Success, Product, and Technology teams around shared goals and measurable impact.

• Deep expertise in implementing and optimizing Customer Experience tools and ecosystems, including support platforms, workflow automation, customer success dashboards, and SLA management systems, to improve scalability, efficiency, and customer satisfaction.

• Experience contributing to or leading an AI strategy roadmap, identifying opportunities to integrate AI and automation into CX systems, analytics, and operations to enhance performance, reduce friction, and improve customer outcomes.

• Strong analytical and strategic capability, with demonstrated success in leveraging data, automation, and insights to optimize workflows, drive continuous improvement, and inform executive-level decisions.

• Exceptional communication and leadership skills, with the ability to mentor and develop team members, facilitate collaboration across departments, and present technical and operational insights to senior stakeholders.

• Customer-centric mindset with data-driven execution, balancing strategic oversight with hands-on leadership to deliver operational excellence that drives retention, loyalty, and customer success.
  

What you can expect:

• Provide strategic leadership and direction to the TechOps function, empowering teams to deliver innovative, scalable, and high-performing technology solutions that enable excellence across Customer Support and Customer Success.

• Define and execute the vision for the integration, optimization, and evolution of CX systems, tools, and data infrastructure to drive operational efficiency, automation, and alignment with organizational priorities.

• Identify and prioritize opportunities to enhance the CX technology ecosystem, including support platforms, SLA and case management systems, customer success dashboards, and analytics frameworks, to ensure scalability, reliability, and a seamless customer and agent experience.

• Drive data maturity and operational insights by overseeing the design and delivery of dashboards, reporting, and analytics that provide leaders with actionable visibility into customer health, performance trends, and success outcomes.

• Collaborate cross-functionally with CX, Product, Engineering, Business Systems, and other key partners to ensure technology investments and operational strategies align with broader business goals and customer-centric outcomes.

• Establish and uphold strong data governance and compliance practices, ensuring data integrity, security, and ethical usage in support of company-wide standards and regulatory requirements.

• Oversee successful delivery of technology initiatives, including platform enhancements, workflow automation, and metrics optimization, ensuring initiatives are executed on time, within scope, and with measurable business impact.

• Lead and mature escalation and incident management processes, coordinating cross-functional response teams to resolve critical issues quickly, communicate effectively, and minimize customer impact.

• Develop and maintain operational readiness frameworks, ensuring proactive identification of risks, robust response planning, and continuous improvement through structured post-incident reviews and insights.

• Foster a culture of innovation, accountability, and continuous improvement, encouraging experimentation, data-informed decision-making, and professional growth within the TechOps team.

Work Flexibility:

This role operates primarily within standard core business hours but requires flexibility to respond to urgent incidents, system outages, or critical escalations that may occur outside of regular working times. The Senior Manager, TechOps ensures that continuity plans, team rotations, and escalation frameworks are in place to support timely response and resolution.

USA-based roles only: The annual base salary for this role is between $138,000 USD and $186,000 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 $136,000 CAD and $184,000 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.

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