Senior Manager, Operations & Programs - Customer Experience

1PasswordCybersecurity

Remote (United States | Canada)Full-TimeSenior

Salary134000 - 194000 USD per year

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Job Details

Experience: 8+ years

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
Experience managing managers
Proven ability to lead complex, cross-functional initiatives
Experience shaping CX systems and tooling strategy
Strong business and financial acumen
Experience establishing reporting frameworks, leadership cadences, and operational planning processes
Strong analytical capabilities
Excellent written and verbal communication skills
Ability to operate effectively in fast-paced, evolving environments
Experience supporting AI-enabled or automation-driven customer workflows (Preferred)
Experience in Customer Support and Support Operations (Preferred)

Responsibilities

Establish and Maintain CX Operating Cadence
Lead and Grow a High-Performing CX Operations & Programs Team
Drive Operational Excellence Across Support, CS, and Implementation
Lead Major Cross-Functional Initiatives
Own System & Tooling Strategy for CX
Enhance Data-Driven Decision Making
Champion Organizational Readiness & Change Management
Stay Ahead of Industry Trends

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134000 - 194000 USD per year

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