Sr Manager, Customer Experience, Service

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 the Senior Manager, Customer Experience Service, you will be an integral player in shaping our organization's overall service-focused customer experience strategy. You will oversee three tiers of Customer Experience Representatives within the Customer Experience Service team, each tasked with addressing different aspects of customer inquiries, predominantly focused on memberships and billing questions.

In your role overseeing these tiers, you will ensure the swift and efficient resolution of all service-related customer queries and issues. You'll provide expert leadership in customer service methodologies, guiding each tier to address customer concerns that align with our strategic goals, company objectives, and culture.

Your leadership of the customer experience service teams involves cultivating an environment of continuous professional growth and development. You will be responsible for the delivery of comprehensive training programs designed for both new and existing team members, ensuring alignment with our business objectives. You will also contribute to and implement succession planning and career roadmaps, underlining our commitment to nurturing technical talent and promoting professional growth.

As the leader of these teams, you will optimize the use of technology and knowledge management tools to boost customer satisfaction and business outcomes. Your responsibility includes overseeing the use of systems designed to manage customer service workflows, streamline processes, and measure customer experience levels. Working closely with your teams, you will leverage data-driven insights to enhance customer service efficiency and effectiveness.

Under your leadership, the three-tier customer experience service teams will collaborate effectively towards enhancing our customer experience strategy and contributing significantly to our organizational goals. Your strategic planning skills, adeptness in change leadership, and dedication to continuous learning and improvement will be key to your success in this role. As the Senior Manager, Customer Experience Service, your ultimate aim is to foster a culture of excellence within your teams and deliver superior customer service experiences that reflect our company's commitment to service quality, efficiency, and growth.

This is a Remote opportunity within Canada and the US.

What We're Looking For

• Demonstrated strategic planning skills, adherence to annual budgets, with a proven ability to lead change and commitment to continuous learning and improvement.
• Proven track record experience in developing and implementing customer service strategies that align with company objectives and contribute to business growth.
• Minimum 7 years experience in customer service management or equivalent experience, with demonstrated ability in overseeing multi-tiered customer experience teams.
• Experience leveraging data-driven insights to enhance customer service efficiency and effectiveness.
• Proficiency in the use of technology and knowledge management tools to boost customer satisfaction and business outcomes, including systems designed to manage customer service workflows and measure customer experience levels.
• A commitment to fostering a culture of excellence within teams and delivering superior customer service experiences, reflective of the company's commitment to service quality, efficiency, and growth.
• Strong leadership skills, with experience in cultivating an environment of continuous professional growth, including delivery of comprehensive training programs and succession planning.
• Demonstrated expertise in guiding teams to address customer concerns effectively, with a strong focus on swift and efficient resolution of service-related queries and issues.

What You Can Expect

• Foster effective collaboration within the three-tier customer experience service teams, facilitating their collective contribution to the enhancement of our customer experience strategy and organizational goals.
• Nurture a culture of excellence within your teams, delivering superior customer service experiences that reflect the company's commitment to service quality, efficiency, and growth.
• Optimize the use of technology and knowledge management tools to boost customer satisfaction and business outcomes, including streamlining customer service workflows and measuring customer experience levels.
• Shape and implement the organization's overall service-focused customer experience strategy ensuring alignment on strategic goals, company objectives, and culture with senior stakeholders.
• Cultivate a culture of continuous professional growth within the customer experience service teams, including the delivery of comprehensive training programs and implementation of succession planning and career roadmaps.
• Provide expert leadership and guide each tier to address customer concerns effectively and efficiently, ensuring high customer satisfaction and swift issue resolution.
• Oversee three tiers of Customer Experience Representatives, each focused on addressing different aspects of customer inquiries, predominantly focused on memberships and billing questions.
• Leverage data-driven insights to enhance customer service efficiency and effectiveness, working closely with team managers to continuously improve the customer experience process.

United States-based roles only: The Annual salary for this role is between $116,000USD and $158,000USD, plus immediate participation in 1Password’s benefits program (health, dental, 401k and many others), utilization of our generous paid time off and, where applicable, participation in our incentive programs. All employees are owners of 1Password and receive an equity grant as part of their total package. 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

> 🧠 Complimentary Headspace 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.

Candidate Privacy Notice

When you apply for a position, refer a candidate, or are being considered for a role at AgileBits, Inc. (dba 1Password, 1Password, we, us, or our), your information is stored in Lever, in accordance with Lever's Service Privacy Notice . We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background.

Candidates may also optionally choose to self-identify their race/ethnicity, gender identity, sexual orientation, age, and disability. These answers will help us evaluate our diversity and belonging efforts. You do not have to answer these questions—your answers will not be linked to your name or job application, will not be visible to the hiring manager reviewing your application, and will in no way affect your job application. If you have any questions about the collection or use of this information, please contact [ [email protected] ].

When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how we use or process your information, or if you would like to ask to access, correct, or delete your information, please contact our privacy team at [ [email protected] ] or through 1Password Support .