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 todayAcross 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 culture At 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. 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 an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We're looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results.
How we work with AIWe are committed to leveraging cutting-edge technology-including AI-to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged-it's an essential part of how we will be successful at 1Password.
This approach extends to our hiring process-candidates are welcome to use AI tools responsibly and thoughtfully during the application process. To us, this means we do ask that you join live interviews without using AI tools so we can get to know how you communicate, solve problems, and collaborate with others.
Our approach to workWe recognize the power of both in person collaboration and remote work. Some roles are designated as remote-first, with an expectation that individuals work from their homes majority of the time, while others are designated as in-office roles, with an expectation of being on-site on a regular basis. We recognize that certain roles benefit from regular, in-person connection to support collaboration, team cohesion, and customer engagement.
For all roles, occasional travel may be required. This includes things like: department-wide offsites, quarterly department meetings and periodic customer events. These events are typically held in varying locations across Canada, USA and/or EMEA. In leadership roles, you can expect to travel once per month on average.
Note: All go-to market roles will have an in-person onboarding in Toronto.
What we offerWe believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer:
Health and wellbeing
Maternity and parental leave top-up programs
Competitive health benefits
Generous PTO policy
Growth and future
RSU program for most employees
Retirement matching program
Free 1Password account
Community
Paid volunteer days
Peer-to-peer recognition through Bonusly
Remote-first work environment
*Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.
