Operations & Program Manager, Implementation - Customer Experience
1
1PasswordCybersecurity
United States | CanadaFull-TimeManager
Salary122000 - 166000 USD per year
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Job Details
- Experience
- 6+ years
- Required Skills
- Project ManagementData AnalysisSalesforce
Requirements
- 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.
- Experience owning or administering systems such as Salesforce, Gong, Gainsight, or other project management/onboarding platforms.
- Experience with Rocketlane preferred.
- Proven ability to build scalable operational processes, identify inefficiencies, and drive improvements.
- 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 involving 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.
Responsibilities
- 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.
- Partner with CX leadership to evolve and operationalize Implementation service packages, including supporting the introduction of tiered service offerings.
- 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.
- Lead cross-functional readiness for new systems, workflows, or service offerings by coordinating rollout plans, change management, documentation, and training.
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