[Hiring] Operations & Program Manager, Implementation @1Password

Role Description

As an Operations & Program Manager, Implementation on our Customer Experience (CX) team, you will play a key role in shaping how we onboard and activate customers at scale. This role focuses on building and improving the operational foundation that powers our Implementation team.

• Lead the rollout and ongoing evolution of Rocketlane, our implementation workflow platform.
• Ensure the platform is configured effectively, adopted successfully, and continuously improved.
• Partner closely with leadership to evolve our Implementation service packages.
• Translate strategy into scalable programs, tools, and processes that support teams across the onboarding and early adoption journey.
• Work closely with Implementation Specialists, Deployment Managers, Operations, and other cross-functional partners.
• Shape the future of our Implementation organization.

What to expect:

• Lead the launch, configuration, and ongoing optimization of Rocketlane.
• Ensure Rocketlane and other Implementation systems are configured effectively.
• Partner with cross-functional teams to identify opportunities for workflow improvements.
• Map and analyze onboarding and activation workflows.
• Design and improve operational handoffs across the customer lifecycle.
• Establish activation accountability frameworks with Implementation and Customer Success leadership.
• Evolve and operationalize Implementation service packages.
• Standardize onboarding playbooks, project templates, and implementation workflows.
• Develop and maintain reporting frameworks and operational metrics.
• Evaluate the effectiveness and adoption of Implementation tools and programs.
• Lead cross-functional readiness for new systems, workflows, or service offerings.
• Stay informed on emerging trends in onboarding operations and customer activation practices.

Qualifications

• 6+ years of experience in operations, implementation, customer onboarding, customer success, or a related field.
• Strong understanding of the customer onboarding and activation lifecycle.
• Experience owning or administering systems that support onboarding and implementation workflows.
• Proven ability to build scalable operational processes.
• Experience partnering with cross-functional teams.
• Strong program and project management skills.
• Comfort working with operational metrics, reporting, and data analysis.
• Excellent communication and collaboration skills.
• Ability to thrive in fast-moving or evolving environments.
• Experience creating enablement resources is a plus.

Requirements

• USA-based roles only: The annual base salary for this role is between $122,000 USD and $166,000 USD.
• Canada-based roles only: The annual base salary for this role is between $111,000 CAD and $150,000 CAD.

Benefits

• 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.