Staff Program Manager, CX Operations & Programs

The role

You will lead strategic, cross-functional initiatives to strengthen customer engagement and turn customer insight into action. You will build scalable ways to collect and activate customer feedback to improve customer journeys and product decisions.

What you will do

• Lead strategic programs across customer engagement, including Voice of Customer, customer content, and advocacy
• Establish plans, owners, milestones, dependencies, success measures, and operating rhythms
• Build scalable ways to collect, synthesize, and activate customer feedback
• Lead cross-functional initiatives to improve customer journeys and feedback loops
• Partner with Customer Experience, GTM, Product, Engineering, and RevOps to manage tradeoffs
• Present recommendation-led updates in team meetings and executive discussions
• Support rollout, communications, enablement, and adoption for new programs and tools

Required qualifications

• 6+ years of experience in program management, operations, strategy and operations, or a related field
• Experience leading complex, cross-functional initiatives from scope through implementation and transition
• Ability to create structure from ambiguity and manage competing priorities
• Strong executive presence and communication skills
• Experience influencing partners without formal authority
• Demonstrated experience using AI-enabled tools and automation

Nice to have

• 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
• Project management certification

Benefits

• Health benefits
• Dental
• 401k or RRSP matching
• Generous paid time off
• Equity grant
• Incentive programs
• Maternity and parental leave top-up programs
• RSU program for most employees
• Free 1Password account
• Paid volunteer days
• Peer-to-peer recognition through Bonusly
• Remote-first work environment

Before you apply

• All go-to market roles will have an in-person onboarding in Toronto
• Join live interviews without using AI tools
• Successful applicants will be required to complete a background check

About the company

1Password is a cybersecurity company that builds the foundation for a safe, productive digital future. They provide enterprise password management and Unified Access Management to over 180,000 businesses.