Operations & Program Manager, Implementation at 1password

1Password is growing faster than ever. We’ve surpassed $400M 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 and the Utah Mammoth. 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 Extended 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 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 - from the systems we use to deliver onboarding, to the service packages we offer customers, to the metrics we use to measure activation and delivery success. You will lead the rollout and ongoing evolution of Rocketlane, our implementation workflow platform, serving as the operational and technical owner of the tool in partnership with CX leadership and technical operations teams. You’ll ensure the platform is configured effectively, adopted successfully, and continuously improved to support how our Implementation team delivers value to customers. You’ll also partner closely with leadership to evolve our Implementation service packages, including supporting the introduction of tiered offerings and helping define the reporting and operational frameworks needed to track time to value, delivery efficiency, and team capacity. This role sits at the intersection of customer experience, operations, and systems, translating strategy into scalable programs, tools, and processes that support teams across the onboarding and early adoption journey. Reporting to the Senior Manager of CX Operations, you will work closely with Implementation Specialists, Deployment Managers, Operations, and other cross-functional partners to improve workflows, strengthen delivery models, and ensure teams have the infrastructure they need to guide customers successfully. If you enjoy solving operational challenges, launching new systems, and building the programs that help teams scale their impact, this role offers an opportunity to shape the future of our Implementation organization. What to expect: - Lead the launch, configuration, and ongoing optimization of Rocketlane, serving as the operational and technical owner of the platform in partnership with CX leadership and technical operations teams. - Ensure Rocketlane and other Implementation systems (Salesforce, Gainsight, other tooling) are configured effectively to support deployment workflows, integrations, reporting, and evolving business needs. - Partner with cross-functional teams—including GTM, Customer Success, Support, Product, Sales, and Operations—to identify opportunities for workflow improvements, automation, and tooling enhancements across the onboarding and deployment journey. - Map and analyze onboarding and activation workflows to identify operational friction points, tooling gaps, and opportunities to improve both team efficiency and the customer experience. - Design and improve operational handoffs across the customer lifecycle—including Sales → Implementation → Customer Success ensuring clear ownership, data consistency, and a seamless customer experience. - Partner with Implementation and Customer Success leadership to establish activation accountability frameworks, ensuring that activation progress is tracked and driven during the onboarding window and not deferred to post-onboarding. - Partner with CX leadership to evolve and operationalize Implementation service packages, including supporting the introduction of tiered service offerings that align customer needs with scalable delivery models. - Standardize onboarding playbooks, project templates, and implementation workflows to support consistent and scalable service delivery. - Develop and maintain reporting frameworks and operational metrics that track key indicators such as time to value, onboarding performance, and team capacity, enabling leadership to make data-informed decisions about service delivery. - Evaluate the effectiveness and adoption of Implementation tools and programs using usage data, performance metrics, and team feedback to drive ongoing improvements. - Lead cross-functional readiness for new systems, workflows, or service offerings by coordinating rollout plans, change management, documentation, and training. - Stay informed on emerging trends in onboarding operations, implementation tooling, and customer activation practices, proactively recommending improvements that strengthen our customer onboarding experience. What we're looking for: - 6+ years of experience in operations, implementation, customer onboarding, customer success, or a related field. - Strong understanding of the customer onboarding and activation lifecycle, with experience improving operational workflows that support these stages. - Experience owning or administering systems – such as Salesforce, Gong, Gainsight, etc. – that support onboarding, project delivery, or implementation workflows (e.g., project management or onboarding platforms). Experience with Rocketlane preferred. - Proven ability to build scalable operational processes, identify inefficiencies, and drive improvements across cross-functional environments. - Experience partnering with cross-functional teams such as Customer Success, Support, Product, Sales, and Operations. - Strong program and project management skills, with experience leading initiatives that involve system launches, operational improvements, or process redesign. - Comfort working with operational metrics, reporting, and data analysis to inform decision-making. - Excellent communication and collaboration skills, with the ability to work effectively across technical and non-technical teams. - Ability to thrive in fast-moving or evolving environments. - Experience creating enablement resources such as documentation, playbooks, or training materials is a plus. USA-based roles only: The annual base salary for this role is between $122,000 USD and $166,000 USD, plus 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 $111,000 CAD and $150,000 CAD, plus 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 [Upgrade to PRO to see link] 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. We 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 at 1Password—it's an essential part of how we will be successful at 1Password. Our approach to remote work We believe in the power of remote work, but recognize that in-person connection is important to help us achieve our mission. While we are a remote-first company, travel for in-person engagement is a part of almost all roles, and we require our employees to be ready and willing to take part. Frequency will depend on role and responsibilities, and may include, but is not limited to: annual department-wide offsites, team meetings, and customer/industry events. What we offer We 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. You belong here. 1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love. Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at [Upgrade to PRO to see contact] and we’ll work to meet your needs. Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you. Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law. 1Password uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See here [Upgrade to PRO to see link] for the latest third party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing this form [Upgrade to PRO to see link] For additional information see our Candidate Privacy Notice [Upgrade to PRO to see link]