We all have important information we need to manage, and protecting it should be easy. Over 100,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.
As a Senior Community Operations Specialist in our dynamic Customer Experience (CX) Operations team, you will be at the forefront of shaping and enhancing our customer experience community strategies. Your role is integral to driving operational excellence and ensuring top-tier community interactions. Reporting directly to the Senior Manager of CX Operations, you will act as a critical bridge between strategy and execution. You will be instrumental in bringing to life the strategic community visions set by the Senior Manager Operations and Community team, translating them into concrete, actionable plans across Customer Experience teams.
Your expertise in operations management and customer communities will not only support but also elevate our ongoing efforts to improve customer satisfaction and community service quality. In this role, you are expected to harness your analytical skills to interpret customer data and insights, fostering a culture of continuous improvement and innovation. Your collaborative spirit and proactive approach will be key in working alongside various teams, ensuring alignment with our company’s overarching goals of service excellence, efficiency, and growth.
As a Senior Community Operations Specialist, you play a crucial role in not just meeting but exceeding our customers’ expectations, making a direct and significant impact on the success and evolution of our customer experience journey.
This is a remote opportunity within Canada and the US.
What we’re looking for:
- Minimum of 5 years of experience in operations and SaaS/Tech communities, with a specific focus on enhancing customer experience.
- Bachelor’s degree in Business Administration, Operations Management, or a relevant field. An advanced degree or certifications in operations management or customer experience is a plus.
- Proven ability in operational management, including overseeing day-to-day operations within a team, implementing and monitoring operational processes, and identifying improvement areas.
- Strong analytical skills, with experience in analyzing customer interaction data to identify trends and areas for improvement, and reporting on CX metrics.
- Excellent communication and interpersonal skills, with the ability to work closely with cross-functional teams to enhance customer experience and operational efficiency.
- Demonstrated project management skills, including the ability to lead and manage customer experience (CX) community projects, ensuring alignment with business objectives and timely completion.
- Proficiency in data analysis tools and community platforms.
- Comfort in a dynamic environment, such as a start-up or in establishing new teams/operations, is highly desirable.
What you can expect:
- To play a key role in the operational management of the Community team, ensuring efficiency and effectiveness in customer experience delivery.
- To collaborate with the Senior Manager, CX Operations, the 1Password Community team, and other cross-functional teams, aligning operational strategies with organizational goals and enhancing overall customer experience.
- To engage in data-driven decision-making, utilizing insights to recommend operational enhancements.
- To contribute to the development of internal processes and strategies by integrating cutting-edge practices and insights gained from industry research and networking.
- To lead and manage significant Community projects, ensuring they align with and support the company’s strategic objectives.
- To continuously learn, adapt, and apply new trends and technologies in operations management, community and customer experience.
Bonus points for:
- Experience in developing strategies to improve community engagement and loyalty.
- Ability to address complex customer issues, providing solutions that align with company policies and customer needs.
- A proactive approach to training and development, staying informed about the latest industry trends and best practices in customer communities and operations management.
USA-based roles only: The Annual base salary for this role is between $97,000 USD and $131,000 USD, plus immediate participation in 1Password’s benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
Canada-based roles only: The Annual base salary for this role is between $86,000 CAD and $116,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
At 1Password, we approach each individual’s compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.
What we offer:
We believe in working hard, and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:
Health and wellbeing
> 👶 Maternity and parental leave top up programs
> 👟 Wellness spending account
> 🏝 Generous PTO policy
> 💖 Company-wide wellness days off scheduled throughout the year
> 🧠 Wellness Coach membership
> 🩺 Comprehensive health coverage
Growth and future
> 📈 Employee stock option program for all full time employees
> 💸 Retirement matching program
> 💡 Training budget, 1Password University access, and learning sessions
> 🔑 Free 1Password account (and friends and family discount!)
Flexibility and community
> 🤝 Paid volunteer days
> 🌎 Employee-led DEI&B programs and ERGs
> 🏠 Fully remote environment
> 🏆 Peer-to-peer recognition through Bonusly
You belong here.
1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.
Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at [email protected] and we’ll work to meet your needs.
Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we’re experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you’ve got questions or concerns about this your Talent Partner would be happy to address them with you.
Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.
