[Remote] Staff Program Manager, CX Operations & Programs

Note: The job is a remote job and is open to candidates in USA. 1Password is hiring a Staff Program Manager for its Customer Experience Operations & Programs team. The role leads strategic cross-functional programs that strengthen customer engagement, activate customer feedback, and improve customer experiences, product decisions, adoption, retention, and advocacy.

Responsibilities

• Lead strategic programs across customer engagement, including Voice of Customer, customer content, advocacy, and related initiatives
• Establish clear plans, owners, milestones, dependencies, success measures, and operating rhythms that improve visibility and execution
• Build scalable ways to collect, synthesize, and activate customer feedback, connecting insights to decisions, communications, and measurable improvements
• Lead cross-functional initiatives that improve customer journeys, handoffs, feedback loops, and other important moments across the customer lifecycle
• Partner with Customer Experience, Go To Market (GTM), Product, Engineering, Revenue Operations (RevOps), and other teams to manage tradeoffs and deliver shared outcomes
• Present concise, recommendation-led updates in team meetings, company forums, and executive discussions
• Support rollout, communications, enablement, and adoption for new programs, processes, tools, and ways of working, while identifying opportunities for simplification and automation

Skills

• 6+ years of experience in program management, operations, strategy and operations, or a related field, including work on customer-focused programs
• Experience leading complex, cross-functional initiatives from initial scope through implementation, adoption, and transition to ongoing ownership
• Ability to create structure from ambiguity, right-size processes, manage competing priorities, and move work forward with sound judgment
• Strong executive presence and communication skills, with the ability to present recommendations, tradeoffs, risks, and decisions to stakeholders at all levels
• Experience influencing partners without formal authority and aligning teams with different priorities, working styles, and levels of technical knowledge
• Demonstrated experience using AI-enabled tools and automation to improve research, analysis, planning, communication, workflow execution, or operational efficiency
• Experience in Customer Success, customer engagement, Voice of Customer, customer advocacy, customer insights, customer content, digital engagement, or customer education
• Familiarity with tools such as Asana or Notion, or a project management certification, is also helpful

Benefits

• Commission-eligible
• Immediate participation in 1Password's benefits program (health, dental, 401k and many others) for USA-based roles
• Immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others) for Canada-based roles
• Generous paid time off
• Equity grant
• Participation in incentive programs where applicable
• 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

Company Overview

Company H1B Sponsorship