Associate, Operations – West Branch
Team Rubicon
Senior Manager, Technical Operations
1Password
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $138,000 - $186,000 per year
Job Level
Senior
About the role
- Define and execute the vision for the technical infrastructure, integrations, and data systems that power the Customer Experience organization
- Drive operational excellence and scalability by leading the design, implementation, and continuous optimization of tools, workflows, and data pipelines
- Shape how technology, data, and automation fuel decision-making, ensuring solutions are strategic, scalable, and deliver measurable impact across the customer journey
- Ensure the Customer Experience organization operates on a foundation of robust, interconnected, and data-informed technology
- Empower leaders and teams to make confident, evidence-based decisions, enhancing customer outcomes and operational performance
- Collaborate cross-functionally with CX, Product, Engineering, Business Systems, and other partners to align technology investments
- Establish strong data governance and compliance practices
- Oversee successful delivery of technology initiatives and lead escalation and incident management processes
- Foster a culture of innovation, accountability, and continuous improvement
Requirements
- 8+ years of experience in technology management, systems integration, or data-driven operational roles, with at least 2 years in a senior leadership capacity.
- Proven track record of leading high-performing technical or Customer Experience operations teams, fostering collaboration, accountability, and innovation to deliver meaningful customer outcomes.
- Experience developing and executing cross-functional strategies that align Customer Support, Customer Success, Product, and Technology teams around shared goals and measurable impact.
- Deep expertise in implementing and optimizing Customer Experience tools and ecosystems, including support platforms, workflow automation, customer success dashboards, and SLA management systems, to improve scalability, efficiency, and customer satisfaction.
- Experience contributing to or leading an AI strategy roadmap, identifying opportunities to integrate AI and automation into CX systems, analytics, and operations to enhance performance, reduce friction, and improve customer outcomes.
- Strong analytical and strategic capability, with demonstrated success in leveraging data, automation, and insights to optimize workflows, drive continuous improvement, and inform executive-level decisions.
- Exceptional communication and leadership skills, with the ability to mentor and develop team members, facilitate collaboration across departments, and present technical and operational insights to senior stakeholders.
- Customer-centric mindset with data-driven execution, balancing strategic oversight with hands-on leadership to deliver operational excellence that drives retention, loyalty, and customer success.
Benefits
- Immediate participation in 1Password's benefits program (health, dental, 401k and many others)
- Utilization of our generous paid time off
- Equity grant
- Participation in our incentive programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technology managementsystems integrationdata-driven operationscustomer experience toolsworkflow automationcustomer success dashboardsSLA management systemsAI strategydata analyticscontinuous improvement
Soft skills
leadershipcollaborationaccountabilityinnovationcommunicationmentoringstrategic thinkingcustomer-centric mindsetdecision-makingproblem-solving
