Operations & Program Manager, Implementation

Who you are

You have a strong background in operations and program management, ideally with experience in customer experience or implementation roles. You excel at driving initiatives that enhance customer onboarding and activation, ensuring a seamless experience for users. Your ability to collaborate with cross-functional teams is key to your success, as you work closely with various stakeholders to align goals and deliver results. You are detail-oriented and possess excellent organizational skills, allowing you to manage multiple projects simultaneously while maintaining a focus on quality and efficiency. You are passionate about improving processes and finding innovative solutions to challenges that arise in a fast-paced environment. You understand the importance of data-driven decision-making and are comfortable using analytics to inform your strategies.

Desirable

Experience in the cybersecurity or SaaS industry is a plus, as is familiarity with tools and technologies that support customer experience initiatives. You are adaptable and open to learning new skills, particularly in areas related to natural language processing and predictive analytics, which are increasingly important in enhancing customer interactions.

What you'll do

In this role, you will be responsible for leading key initiatives that shape how 1Password onboards and activates customers. You will work closely with the Customer Experience team to develop and implement strategies that improve the customer journey from initial contact through to successful adoption of our products. Your role will involve analyzing customer feedback and data to identify areas for improvement, as well as collaborating with product and engineering teams to ensure that customer needs are met effectively. You will also be tasked with creating and maintaining documentation that outlines processes and best practices for onboarding and activation. Regularly reviewing and optimizing these processes will be essential to ensure that they remain effective and aligned with company goals.

You will play a pivotal role in fostering a customer-centric culture within the organization, advocating for the needs and preferences of our users. This will involve conducting training sessions for internal teams to ensure they understand the importance of customer experience and how they can contribute to it. You will also be involved in setting performance metrics and KPIs to measure the success of onboarding initiatives, using these insights to drive continuous improvement.

What we offer

At 1Password, we are committed to building a diverse and inclusive workplace where everyone feels valued and empowered. We offer competitive compensation and benefits, including flexible working arrangements that allow you to balance your professional and personal life. You will have the opportunity to work with a talented team of individuals who are passionate about making a difference in the cybersecurity space. We encourage you to apply even if your experience doesn't match every requirement — your unique perspective and skills could be just what we need to continue our growth and success.