Senior Manager, Operations – Programs

Role Overview

• Lead the strategy, execution, and operational foundations that enable post-GTM customer-facing teams to operate effectively
• Oversee a team responsible for managing core CX programs, operational workflows, tooling strategy, and cross-functional initiatives
• Drive operational excellence across the post-GTM lifecycle, ensuring CX teams are equipped with the systems, processes, insights, and governance required for delivering high-quality customer experiences
• Partner closely with Customer Success, Support, Implementation, Revenue Operations, TechOps, Product, and GTM to align workflows, improve tooling, and drive shared customer outcomes
• Establish and maintain CX operating cadence including leadership forums, business reviews, planning cycles, and cross-functional governance meetings
• Standardize reporting frameworks and executive materials to provide visibility into performance, initiative progress, and operational health
• Translate strategic priorities into structured execution plans, ensuring clear ownership, follow-through, and accountability across CX leadership
• Maintain consolidated views of CX initiatives, metrics, and risks to support informed decision-making at the senior leadership level
• Design, implement, and continuously improve scalable workflows, playbooks, governance models, and lifecycle processes
• Define strategy, develop roadmaps, and execute high-impact initiatives spanning multiple customer-facing teams
• Serve as a senior operational partner for core CX platforms, ensuring systems are designed to support consistent and scalable service delivery
• Partner with CX TechOps, RevOps, Data and other teams to develop reporting, dashboards, and insights
• Lead rollout plans, communication strategies, and cross-functional training to support adoption of new systems, processes, and programs
• Monitor best practices in CX operations, AI-enabled customer workflows, and post-GTM systems.

Requirements

• 8+ years of experience in Customer Experience, Customer Success, Support Operations, Implementation Operations, or related operational leadership roles
• 3+ years leading managers and building high-performing teams
• Experience in a SaaS or technology organization
• Demonstrated experience designing and scaling operational programs within customer-facing organizations
• Strong background in PMO leadership, including portfolio governance, prioritization frameworks, risk management, and structured initiative delivery across multiple teams
• Experience managing managers, including setting performance expectations, driving accountability, and supporting leadership development
• Proven ability to lead complex, cross-functional initiatives across CX, Product, GTM, Revenue Operations, and technical teams
• Experience shaping CX systems and tooling strategy in partnership with technical stakeholders, including defining requirements, prioritizing enhancements, and driving adoption at scale
• Strong business and financial acumen, with experience contributing to budget planning, headcount modeling, and investment prioritization
• Experience establishing reporting frameworks, leadership cadences, and operational planning processes that enable executive decision-making
• Strong analytical capabilities with the ability to translate data into strategic recommendations and measurable business outcomes
• Excellent written and verbal communication skills, with the ability to influence senior leaders and align diverse stakeholders
• Ability to operate effectively in fast-paced, evolving environments with shifting priorities.

Benefits

• immediate participation in 1Password's benefits program (health, dental, 401k and many others)
• utilization of our generous paid time off
• an equity grant
• participation in our incentive programs