Staff Program Manager, CX Operations & Programs

OpenKrill; United States; Remote; USD 131,000 - 190,000; Full time

Job summary

1Password is seeking a Staff Program Manager for the Customer Experience Operations & Programs team. Remote in Canada or the United States, preference for Eastern Time.

You will drive cross-functional programs, connect customer feedback to decisions, and help shape customer experiences across the lifecycle. Join a team focused on embedding AI into GTM and customer engagement, delivering measurable improvements and advocacy.

Qualifications

• 6+ years of program management, operations, strategy and operations, or related field.
• Experience leading cross-functional initiatives from scope to adoption and ownership.
• Ability to create structure from ambiguity and manage competing priorities.
• Strong executive presence and communications to stakeholders at all levels.
• Experience influencing partners without formal authority.

Responsibilities

• Lead strategic programs across customer engagement and related initiatives.
• Establish plans, owners, milestones, dependencies, success measures and rhythms.
• Build scalable processes to collect, synthesize and activate customer feedback.
• Lead cross-functional initiatives to improve customer journeys and handoffs.
• Partner with CX, GTM, Product, Engineering and RevOps to deliver outcomes.
• Present concise, recommendation-led updates in meetings and forums.
• Support rollout and adoption of new programs and tools.

Skills

PM experience

Cross-functional leadership

Ambiguity management

Executive presence

Influence without authority

AI tooling

Customer success experience

Asana

Notion

PM certification

Tools

Asana

Notion

PM certification

Job description

1Password is growing. We’ve surpassed $500M 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.

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 Unified 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 a Staff Program Manager on the Customer Experience (CX) Operations & Programs team, you’ll lead strategic, cross-functional initiatives that strengthen customer engagement and turn customer insight into action. You’ll bring structure to complex priorities, improve how teams plan and execute, and help connect customer feedback to better experiences, product decisions, adoption, retention, and advocacy — advancing 1Password’s mission through meaningful customer impact. Reporting to the Senior Manager, Operations & Programs, this role is remote in Canada or the United States, with a preference for Eastern Time.

How we’re using AI today

Across GTM, we’re transforming the way we work with AI. We expect every seller, CSM, and team member to become a power user, using it daily to work smarter and move faster. AI is already embedded in how we operate – from real-time coaching that sharpens how we sell and interact with customers, to surfacing insights that help us anticipate needs – creating more time for meaningful customer engagement. If you’re excited to reshape how you think, make decisions, and drive growth with AI, you’ll feel right at home here.

Note: All go-to market roles will have an in-person onboarding in Toronto.

What we're looking for:

• 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.
• Preferred: 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.

What you can expect:

• 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.

USA-based roles only: The annual base salary for this role is between $131,000 USD and $190,000 USD, and is commission-eligible. This role is also eligible for 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 $110,000 CAD and $160,000 CAD and is commission-eligible. This role is also eligible for 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.

This posting is for an existing vacancy.

Our cultureAt 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 https://blog.1password.com/inside-the-culture-powering-1passwords-next-chapter/. 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