1password - Manager, Quality Assurance, Customer Support

• 5+ years of experience in quality assurance, customer support, customer experience, or service operations within a fast-paced environment. • 3+ years of leadership experience, including managing individual contributors or senior-level team members. • Proven experience building, scaling, or evolving QA programs and frameworks within customer support or customer experience organizations. • Strong understanding of quality assurance methodologies, calibration practices, coaching models, and performance management. • Experience supporting omnichannel customer support environments, including chat, email, messaging, and voice. • Strong analytical skills with experience interpreting QA results, performance metrics, and customer feedback to drive operational improvements. • Experience working with AI-enabled support tools and comfort evaluating the effectiveness and quality of AI-assisted customer interactions. • Experience building or deploying AI-driven coaching and enablement solutions that surface performance insights, reinforce quality standards, and help support teams continuously improve at scale. • Hands-on experience with CRM and support platforms such as Zendesk, along with familiarity with QA platforms and AI-enabled support technologies. • Excellent communication and collaboration skills, with experience influencing cross-functional stakeholders and aligning teams around operational improvements. • Comfort operating in ambiguity and evolving environments where iteration, adaptability, and problem-solving are essential. • Ability to balance strategic thinking with hands-on execution in a rapidly evolving organization. • Located in Atlantic, Eastern or Central timezones (AT, ET or CT). • What you can expect: • Define, evolve, and operationalize a centralized quality assurance strategy across customer support channels, including email, chat, messaging, and voice. • Iterate on and maintain QA frameworks, scorecards, audit methodologies, and calibration processes that drive consistency, accountability, and high-quality customer experiences. • Analyze QA results, customer interactions, CSAT trends, and operational performance data to identify coaching opportunities, process improvements, and targeted areas requiring additional QA oversight. • Identify high-impact moments across the customer journey where deeper QA focus is needed, including low CSAT interactions, escalations, complex workflows, or AI-assisted conversations. • Partner with Support Operations and frontline leadership to translate QA insights into actionable recommendations, operational improvements, and ongoing training opportunities. • Evaluate both team member and AI-generated customer interactions to ensure responses are accurate, effective, compliant, and aligned with quality standards and brand expectations. • Help shape how AI tooling is incorporated into support workflows, using QA insights and performance data to improve customer outcomes and operational efficiency. • Develop reporting, analyses, and presentations that communicate QA performance, trends, risks, and recommendations to stakeholders and leadership teams. • Support organizational change initiatives, including product launches, policy updates, workflow changes, and tooling improvements, ensuring QA processes evolve alongside the business. • Drive a culture of continuous improvement by establishing strong feedback loops between QA, Support Operations, and frontline leadership teams. • Contribute to the long-term roadmap for quality assurance and customer experience excellence within Customer Support. • Potentially manage and mentor QA specialists or other QA team members as the function scales. • USA-based roles only: The annual base salary for this role is between $147,000 USD and $213,000 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 $101,000 CAD and $146,000 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. • This posting is for an existing vacancy. • At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. • You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone https://blog.1password.com/inside-the-culture-powering-1passwords-next-chapter/. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results. • How we work with AI • We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged—it's an essential part of how we will be successful at 1Password. • This approach extends to our hiring process—candidates are welcome to use AI tools responsibly and thoughtfully during the application process. • Our approach to remote work