Manager CX Project Management Office

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 Manager, CX Project Management Office you’ll help us strategically align projects with the company’s business objectives and define and implement project and change management standards and methodologies to serve as the guiding framework for the operation of the CX PMO. In this role, you’ll create the CX PMO’s strategy and objectives, create a roadmap of projects for the year, and oversee all PMO deliverables to ensure projects are planned in time to meet business needs and delivered on time, on budget, and adhere to project management methodologies. 

You will report to the Senior Manager, CX Ops and oversee a team of CX Project Managers and CX Change Management Specialists. Through your leadership, expertise, and strategic direction, you will work with these collaborative team members to  guide our project management efforts towards excellence, driving the success of the department's initiatives and contributing significantly to our broader organizational goals.

This is a Remote opportunity within Canada and the US.

Please note, the working hours for this opportunity are Monday to Friday, 9AM - 5PM Eastern Standard Time.

What we're looking for:

• A minimum of 7 years of experience in a leadership role within a Project Management Office (PMO), preferably within the customer service setting. Preferred: 2+ years as a Team Lead, or with people management.

• Strong knowledge of project management principles and methodologies, demonstrated through previous experience and relevant qualifications. Preferred: PMP (Project Management Professional certification or equivalent)

• Strong understanding of the customer service operations, principles, and best practices.

• Solid understanding of change management principles and methodologies with experience in leading/coaching others to lead change initiatives.

• Experience in managing the implementation and deployment of new systems and platforms, preferably within a customer service setting.

• Demonstrated ability to build collaborative relationships with peers, business leaders, SMEs, internal stakeholders, and vendors. Strong communication (verbal, written, presentation), internal consulting, and influence skills.

• Demonstrated experience in managing a team to create and implement projects, and in training, coaching and developing team members.

• Strong organizational and project management skills, with a proven ability to create and implement standards and processes, and manage teams to deliver against objectives.

• Proven experience monitoring and evaluating the success of projects and initiatives, making the necessary adjustments to meet the evolving needs of the department and company

What you can expect:

• Strategy and Roadmap

• Lead the overall operation of the Customer Experience team's Project Management Office, strategically aligning projects with the company's business objectives and ensuring successful project execution. Involves business leaders, SME's, and other key stakeholders 

• Seek out the latest research and best practices to provide top notch project and change management processes to support the department's initiatives. 

• Partner with Director of CX Operations to create Customer Experience's PMO strategy and objectives, based on the results of needs analysis and best practices 

• Translate CX's PMO strategy and objectives into a roadmap of projects for the year, ensuring projects are planned in time to meet business needs 

• Delivery & Metrics

• Define and implement project and change management standards and methodologies, establishing a robust and effective framework for project execution and enabling the organization to adapt effectively to new systems and processes. 

• Through project managers, develop and rollout project plans that consider strategic goals, priorities, milestones, and time estimates while at the same time determining what tasks can be performed concurrently. 

• Develop and execute a comprehensive communication strategy, keeping internal stakeholders informed and engaged throughout project lifecycles and change initiatives.

• Oversee all PMO deliverables, ensuring projects meet established goals and are delivered on time and within budget with a focus on fostering a change-ready culture 

• Oversee the review, implementation, and deployment of new systems and platforms, ensuring their integration aligns with project goals and departmental standards.

• Works with Director, CX Operations to establish PMO metrics and processes to measure KPIs (e.g project completion, predictions, stakeholder satisfaction, etc.). Prepare reports on metrics and plans to improve. Implement continuous quality improvement practices to refine and enhance PMO processes. 

• Management

• Manage the CX PMO staff, including CX Project Managers and CX Change Management Specialists, providing direction, support, and resources they need to perform and grow. Is responsible for the development, engagement, and performance of the entire PMO team. 

United States-based roles only: The Annual salary for this role is between $120,000USD and $162,000USD, 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 nextbit@agilebits.com 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.

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.

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