Senior Manager, CX Operations & Programs Job at 1Password

Senior Manager, CX Strategy & Operations

Dandy is hiring a strategic and analytical Senior Manager, CX Strategy & Operati...

Location

United States

Salary:

149325.00 - 181000.00 USD / Year

Dandy

Expiration Date

Until further notice

Requirements

8+ years in a Strategy & Operations, Business Operations, or Management Consulting role within a Customer Experience (CX) or Customer Success (CS) organization in a high-growth technology environment
Strategic systems thinker: Proven ability to design and implement scalable and repeatable systems to solve complex organizational challenges
Project management skills: Proven track record of designing, leading, and executing complex, cross-functional programs and strategic initiatives from concept to completion
Outstanding written and verbal communicator: Ability to simplify complex information for diverse audiences and ability to influence cross-functional partners at all levels
Customer-centric mindset: Understand how an effective support team drives customer satisfaction and retention
Process Orientation: Experience with process improvement methodologies (e.g., Lean, Six Sigma) and agile project management
Data-Driven Decision Making: Comfort using large data sets to evaluate effectiveness and identify gaps
create hypotheses, test solutions, and measure business impact
Collaborative, adaptable, and fast: Comfortable in a fast-paced, cross-functional environment
able to navigate ambiguity and deliver value in a highly-crossfunctional environment

Job Responsibility

Strategic Initiatives: Lead the planning, scoping, and management of high-priority, cross-functional strategic initiatives and programs (e.g., international expansion, AI-driven productivity systems)
Process Design & Improvement: Identify, map, and optimize core CX processes to improve efficiency, reduce friction, and enhance the overall customer and employee experience. Write SOPs and coordinate launch of new processes
Scalability & Efficiency: Design and operationalize mechanisms, frameworks, and standardized playbooks that enable the CX organization to scale efficiently with business growth
Root Cause Analysis: Leverage qualitative and quantitative data to conduct deep-dive analysis on customer pain points, identify root causes, and translate insights into prioritized, actionable recommendations for training, product, and process improvements
Insights: Develop insights from customer feedback and success metrics to influence CX and partner teams’ roadmaps, service offerings, and improvement opportunities
Quality Management: Develop and execute a quality program to consistently deliver positive customer outcomes. Identify quality gaps and partner with Enablement to define training and development roadmaps
Cross-functional Partnership: Partner closely with stakeholders in Customer Success, Operations, Product, Business Systems

What we offer

Offers Equity
healthcare
dental
mental health support
parental planning resources
retirement savings options
generous paid time off

Fulltime

Senior Program Manager, Courier Experience and Support Operations

At Uber, providing excellent customer support to our users is a core feature of ...

Location

Netherlands , Amsterdam

Salary:

Not provided

Uber

Expiration Date

Until further notice

Requirements

At least 5+ years’ relevant experience: in Customer Experience, Program Management, Operations, or Support Enablement, preferably in a fast-paced, tech-driven environment
Data-driven and analytical approach: you can turn raw data into a clear analysis and utilise numbers to tell a story or build a strategy. You know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way. Advanced proficiency in Excel/Google Sheets
Strong working knowledge of performance metrics: you’ve used data to guide strategy, prioritise roadmaps, and assess results
Self-starter & program manager: you can structure a project from scratch, understanding the challenges and opportunities with limited leadership direction, and you are cool and calm under pressure
Excellent stakeholder management & teamwork: you build trusted and strong working relationships with cross-functional stakeholders. You can work as part of a small, lean team, as a key contributor, and you work well with everyone around you to achieve great results
Balance of strategic vision and operational rigour: you're equally comfortable with long-term planning and rapid execution
Natural problem-solver: you’re naturally curious, show analytical and critical thinking and are resilient in navigating ambiguity or competing priorities. You have a proven ability to lead complex, cross-functional initiatives that deliver measurable impact at scale
Strong communicator and influencer: with a knack for simplifying complexity, aligning teams with confidence and empathy towards a common goal, bonus points if you have experience presenting data and insights to senior audiences to obtain buy-in

Job Responsibility

Design & execute high-impact, cross-functional initiatives that define the courier support experience, optimising automated, self-service and/or agent-driven channels, improving quality, efficiency and experience
Identify and prioritise the most impactful opportunities within a broad set of potential initiatives, using data, customer insights, and operational metrics to focus resources where they matter most
Project manage key regional and cross-functional initiatives - you’ll be the go-to person for Courier experience enhancements, premium support models, and new product launches, across existing and yet-to-be-launched markets
Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement identification
Collaborate with Ops, Risk, Tech, and CX teams across EMEA and other mega regions to design, launch and iterate on support initiatives and products that balance business impact and customer satisfaction
Navigate a complex, matrixed environment to influence cross-functional, global, and regional stakeholders
building alignment, resolving competing priorities,s and driving execution on key Courier Operations initiatives
Test, measure and scale initiatives and projects, taking a strategic lens to determine where and how launches should take place
Be the voice and advocate for Couriers within the organisation and promote a customer-centric culture
Build a scalable governance model that connects regional operations with global strategy, ensuring consistent standards, data-driven decisions, and effective cross-functional collaboration

Senior Manager, Onboarding Strategy & Operations

Dandy is transforming the massive and antiquated dental industry—an industry wor...

Location

United States

Salary:

138505.00 - 167884.50 USD / Year

Dandy

Expiration Date

Until further notice

Requirements

8+ years in Strategy & Operations, Business Operations, or Management Consulting role, preferably within a Customer Experience (CX) or Customer Success (CS) organization in a high-growth technology environment
Proven ability to design and operationalize scalable systems that improve efficiency, reduce friction, and enable global teams
Track record managing complex, cross-functional programs from conception to flawless execution
Experience managing and scaling teams, with ability to mentor and develop operational and enablement staff
Data-driven: experience defining KPIs, analyzing metrics, and making recommendations to improve training, content, or operational outcomes
Exceptional communication skills: able to simplify complex concepts, influence stakeholders, and drive alignment across teams
Strong operational and analytical thinking
skilled at process design, improvement, and standardization
Comfortable in fast-paced, ambiguous environments, balancing multiple priorities

Job Responsibility

Training Operations & Readiness: Oversee global training operations, including scheduling, session readiness, and multi-market scaling to reduce friction and accelerate speed to first order
Strategic Initiatives: Lead high-priority, cross-functional programs such as international launches, pre-training ops optimization, and enablement initiatives
Data & Insights: Analyze operational and training metrics to identify gaps and recommend improvements that drive faster activation and training effectiveness
Enablement & Content Oversight: Ensure training content drives desired behaviors and outcomes
maintain governance, quality, and global-readiness standards
Process Design & Improvement: Map, optimize, and standardize workflows, SOPs, and repeatable systems to support consistent global execution
Cross-functional Partnership: Collaborate with Sales, BizSys, RevOps, Product, and other stakeholders to ensure operational readiness and seamless customer onboarding

What we offer

Offers Equity
healthcare
dental
mental health support
parental planning resources
retirement savings options
generous paid time off

Fulltime

Senior Manager, Operational Excellence & Strategy

We are building the operational engine required to scale the Fellow Experience o...

Location

United States , San Francisco

Salary:

160000.00 - 200000.00 USD / Year

Handshake

Expiration Date

Until further notice

Requirements

4–6 years of experience in management consulting, business operations, CX strategy, or operations roles in fast-scaling environments
Strong analytical skills with experience building forecasting models, capacity plans, and performance dashboards
Comfort working directly with data, including advanced Excel or Google Sheets
SQL or similar experience preferred
Demonstrated ability to design and implement operational systems
Experience working cross-functionally with Engineering, Product, and Design teams
Ability to structure ambiguous problems and translate them into clear execution plans
Experience supporting or optimizing large frontline or workforce-driven teams is a strong plus
Comfortable influencing senior stakeholders without formal authority
High ownership, low ego, and willingness to operate at both strategic and detailed levels

Job Responsibility

Design and improve the operating model that supports a large global support team and scaled community and program delivery
Work closely with Engineering, Product, and Design to ensure tools and workflows support evolving AI projects and Fellow needs
Identify breakdowns in the Fellow lifecycle and implement process improvements
Translate strategic changes into clear operational guidance for frontline teams
Build forecasting and staffing models across geographies and projects
Translate growth plans into hiring, coverage, and workforce allocation decisions
Track productivity, ramp time, and cost efficiency
Partner on onboarding and ramp frameworks to improve time to productivity
Own support platform configuration and workflow design
Improve routing, escalation paths, and automation

What we offer

Equity in a fast-growing company
401(k) match, competitive compensation, financial coaching
Paid parental leave, fertility benefits, parental coaching
Medical, dental, and vision, mental health support, $500 wellness stipend
$2,000 learning stipend, ongoing development
Internet, commuting, and free lunch/gym in our SF office
Flexible PTO, 15 holidays + 2 flex days
Team outings & referral bonuses

Fulltime

Access and Growth CX Senior Program Manager

At Uber, providing excellent customer support is a core feature of our product e...

Location

Brazil; Mexico , Sao Paulo; Mexico City

Salary:

Not provided

Uber

Expiration Date

Until further notice

Requirements

English proficiency
Fluent in Spanish or Portuguese depending on hiring location
6+ years of experience in a similar role
Project and/or program management experience
Proven track record in roles involving ownership, decision-making, and managing complex product scopes
Analytical thinker with ability to solve problems in a structured way
Excellent strategic thinking and problem-solving
Excellent stakeholder management skills
Excellent communication skills
Excellent execution and high standards

Job Responsibility

Define and implement key portions of the support strategy in the region to drive supply growth
Build and improve current processes according to business priorities and identified opportunities
Help implement a portfolio of new support solutions
Be the internal voice of the customer
Provide insights from interactions to partners to influence and facilitate decisions
Strengthen CommOps relationships with Ops, Product, and Global partners to prioritize efforts aligned with Company needs

Vp, Customer Service Operations & Monitoring

We’re seeking an enterprise-level operational executive to lead two of the most ...

Location

United States

Salary:

270000.00 - 290000.00 USD / Year

SimpliSafe

Expiration Date

Until further notice

Requirements

10+ years leading senior leaders in large-scale, multi-layered service operations (contact centers, monitoring centers, emergency response, consumer experience organizations, or similar environments)
Demonstrated success driving excellence across distributed teams serving millions of customers or transactions, with a strong focus on end-to-end consumer experience
Deep experience influencing the functions that enable operational success (WFM, QA, L&D, routing, analytics) through their respective leaders, ensuring a consistent and high-quality consumer journey
Strong track record of partnering with Technology and AI teams on automation, virtual agents, and large-scale operational workflows that elevate both efficiency and consumer experience
Advanced analytical, financial, and operational judgment with the ability to synthesize KPIs into actionable strategy that improves performance and consumer outcomes
Steady, decisive leadership style suited to high-stakes, fast-moving, safety-critical environments, with a commitment to delivering an exceptional consumer experience at scale

Job Responsibility

Lead and develop the senior leadership teams overseeing the CX Contact Center (~500 internal FTEs + ~400 BPO) and the Monitoring Center (~200 internal FTEs + 800K subscribers supported via wholesale monitoring partner)
Set long-term strategic direction for large-scale service operations, translating enterprise goals into operational roadmaps
Build a unified culture of accountability, trust, coaching, and continuous improvement across distributed, high-volume environments
Strengthen leadership capability through executive development, succession planning, and rigorous talent evaluation
Guide senior leaders of support, loyalty, and sales operations to deliver exceptional service levels, customer satisfaction, and business outcomes
Direct the senior leadership of the Monitoring Center to ensure accuracy, dispatch quality, emergency readiness, and compliance across 24/7 operations
Ensure both organizations operate with consistency, clarity, and operational discipline while managing high transaction volume and rapid change
Lead the senior leaders accountable for Workforce Management, Quality, Learning & Development, and Channel Strategy to ensure their teams are enabling operational success
Influence how WFM forecasting, capacity planning, and staffing strategies support organizational targets
Ensure QA insights, L&D programs, and operational analytics are effectively leveraged by CC and Monitoring leadership teams

What we offer

A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive
A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families
Free SimpliSafe system and professional monitoring for your home
Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change
Participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits

Fulltime

Senior Manager, Recruiting & People Operations - CX

We are looking for a Manager of Recruiting & People Operations, CX to own the fu...

Location

United States , New York

Salary:

100000.00 - 115000.00 USD / Year

Bilt Rewards

Expiration Date

Until further notice

Requirements

4+ years of experience in a People Operations, HR, or similar function
Experience with all facets of People Operations and HRBP support
Hands-on experience with end-to-end recruiting, ideally in high-volume or operational roles
Familiarity with HRIS and ATS systems and comfort operating in tools and data
Experience supporting remote or distributed teams
Strong organizational skills and attention to detail
Clear communicator who is comfortable partnering with frontline managers and leadership
Someone who enjoys being close to the work and operating at both a strategic and tactical level

Job Responsibility

Own end-to-end recruiting for our remote CX support team, including intake, sourcing, interviewing, offers, and closing
Partner closely with CX leadership to forecast hiring needs and execute against headcount plans
Manage high-volume recruiting pipelines while maintaining a strong candidate experience
Maintain and optimize our ATS workflows, interview processes, and hiring data
Serve as the day-to-day HR partner for the CX support population
Handle all people operations for this group, including onboarding, offboarding, PTO, leaves, employee relations support, and policy guidance
Partner with managers on performance management, feedback, documentation, and corrective actions when needed
Ensure consistent application of people programs, policies, and processes across a distributed workforce
Own scheduling and coordination of CX training, onboarding classes, and ongoing shift coverage
Partner with CX leadership to ensure staffing levels align with business needs

What we offer

Competitive salary with a meaningful stake in the company via equity and our performance bonus program
Medical Insurance (for you and your loved one)
Variety of different subsidized medical plans (with dental and vision), including a free HDHP with a company-sponsored HSA contribution
Wellness Benefits - One Medical Membership, Wellhub (Gympass) Access, family planning programs and more
401k plan with a match
Commuter FSAs
UNLIMITED PTO
Exclusive Employee only Bilt Points
Team Events

Fulltime

Customer Experience (CX) Director

My client is seeking an experienced Customer Experience (CX) Director to lead la...

Location

Saudi Arabia , Riyadh

Salary:

Not provided

Salt

Expiration Date

Until further notice

Requirements

10+ years of experience in Customer Experience, Service Design, Customer Strategy, or related fields
Saudi market experience is essential, with strong understanding of local customer behavior, regulatory environments, and sector landscape (e.g., government, financial services, telco, retail, or tourism)
Experience working in a top-tier consulting firm or leading CX transformations in large organizations
Demonstrated ability to manage senior stakeholders and executive-level engagement
Track record of delivering large-scale CX, digital transformation, or omnichannel strategy programs
Strong commercial acumen and experience with business development
Fluent in English
Arabic proficiency strongly preferred

Job Responsibility

Lead end-to-end CX transformation programs, from diagnostic and strategy design to implementation and value realization
Serve as a trusted advisor to senior client stakeholders, including C-level executives and government leaders
Oversee the development of customer journeys, service blueprints, personas, and experience design frameworks
Ensure delivery excellence across engagements, maintaining high-quality standards and adherence to project timelines and budgets
Develop CX strategies aligned with Vision 2030 priorities, local customer expectations, and sector-specific dynamics
Drive thought leadership on emerging CX trends, digital experience, data-driven personalization, and service design innovation
Contribute to internal capability building, including frameworks, methodologies, and CX tools
Identify and cultivate new business opportunities within the Saudi market
Lead proposal development, pitch presentations, and commercial negotiations
Build and maintain strong relationships across key client accounts and government entities

Fulltime

Senior Manager, CX Operations & Programs

1Password

Location:
United States; Canada

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
March 10, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Senior Manager, CX Operations & Programs

Senior Manager, CX Strategy & Operations

Senior Program Manager, Courier Experience and Support Operations

Senior Manager, Onboarding Strategy & Operations

Senior Manager, Operational Excellence & Strategy

Access and Growth CX Senior Program Manager

Vp, Customer Service Operations & Monitoring

Senior Manager, Recruiting & People Operations - CX

Customer Experience (CX) Director

Senior Manager, CX Operations & Programs

1Password

Location:United States; Canada

Category:IT - Administration

Contract Type:Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:March 10, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Senior Manager, CX Operations & Programs

Senior Manager, CX Strategy & Operations

Senior Program Manager, Courier Experience and Support Operations

Senior Manager, Onboarding Strategy & Operations

Senior Manager, Operational Excellence & Strategy

Access and Growth CX Senior Program Manager

Vp, Customer Service Operations & Monitoring

Senior Manager, Recruiting & People Operations - CX

Customer Experience (CX) Director

Location:
United States; Canada

Category:
IT - Administration

Contract Type:
Not provided

Job Posted:
March 10, 2026