Staff Program Manager, CX Operations & Programs

About this role

Lead cross-functional customer experience programs that turn customer feedback into improvements across engagement, product decisions, adoption, retention, and advocacy. The role focuses on building clear operating plans, scalable feedback processes, and effective program rollouts.

About the company

1Password provides secure password management solutions for individuals and businesses, helping users safely store and share their sensitive information. The company serves a diverse clientele with a range of products designed to enhance security and streamline user experience.

The team

Customer Experience, CX Operations; reports to the Senior Manager, Operations & Programs.

What you'll do

• Lead programs across Voice of Customer, customer content, advocacy, and related initiatives.
• Set program plans, owners, milestones, dependencies, success measures, and operating rhythms.
• Build scalable processes to collect, synthesize, and activate customer feedback.
• Improve customer journeys, handoffs, and feedback loops across the customer lifecycle.
• Coordinate with CX, GTM, Product, Engineering, RevOps, and other teams to deliver shared outcomes.
• Present concise recommendations and updates to stakeholders and executives.
• Support rollout, communications, enablement, and adoption of programs, processes, and tools.
• Identify opportunities to simplify and automate workflows.

What we're looking for

• 6+ years in program management, operations, strategy and operations, or a related field, including customer-focused programs.
• Experience leading complex cross-functional initiatives from scope through implementation, adoption, and transition to ongoing ownership.
• Ability to create structure from ambiguity, manage competing priorities, and use sound judgment.
• Strong executive communication and presentation skills.
• Ability to influence without formal authority and align stakeholders with differing priorities.
• Experience using AI-enabled tools and automation to improve work or operational efficiency.

Nice to have

• Experience in Customer Success, Voice of Customer, customer advocacy or insights, customer content, digital engagement, or customer education.
• Familiarity with Asana or Notion, or a project management certification.
• Based in the Eastern Time Zone or willing to work Eastern Time hours.

Benefits

• Equity grant / RSU program
• Generous paid time off
• Health benefits
• 401(k) matching in the United States or RRSP benefits in Canada
• Parental leave top-up programs
• Paid volunteer days