1Password is looking for a Staff AI TechOps Lead to join their Customer Experience team. The role involves designing, building, and optimizing workflows and systems across the post-sales tech stack, leveraging AI tools to drive efficiency and improve customer outcomes. This is a remote role open to applicants based in North America.

Company: 1Password

Role: Staff AI TechOps Lead

Location: Remote (United States | Canada)

Experience:

3+ years of experience in CX Operations, support engineering, or automation development, with direct exposure to post-sales workflows
Experience using LLM APIs (e.g. OpenAI) cloud platforms (e.g. AWS or GCP) and version control (Git) tools to solve business problems
Past experience implementing AI use cases in a customer-facing or support environment

Key Skills:

Python
SQL
Workato
Tines
Zapier
iPaaS platform
APIs
Zendesk
Salesforce
Gong
Gainsight
Dust
Retool
Streamlit
Slack bots

Qualification:

Strong grasp of post-sales and support workflows
Ability to gather and document business requirements, map workflows, and communicate process changes to non-technical stakeholders
Proficiency in Python and SQL for building automations, working with APIs, and integrating AI tools

Role Focus:

Design and implement AI-powered solutions across CX tools like Zendesk, Salesforce, Rocketlane, Gong and Gainsight
Gather requirements from CX Operations leaders and stakeholders, documenting current-state workflows and translating business needs into technical specifications across the support lifecycle
Build and maintain integration AI solutions and workflows, including but not limited to system-to-system automations across Zendesk, Salesforce, and Gainsight
Build tools and automations for ticket routing, case summarization, sentiment analysis, knowledge base surfacing, and proactive churn signals

Additional responsibilities:

Develop internal APIs and scripts to streamline CX workflows and reduce manual effort for support teams
Integrate third-party AI platforms, including AI tools like Dust and automation platforms like Workato into the CX tech stack
Ensure systems are scalable, reliable, and well-documented
Stay current on AI trends and recommend relevant CX and support applications

Nice to have:

Experience deploying internal tools with platforms like Retool, Streamlit, Slack bots, or Dust
Relational data modelling experience in a data warehouse
Experience with process mapping, business requirements documentation, or workflow analysis (e.g. swim lane diagrams, RACI frameworks, process narratives)
Experience with support workflow automation (e.g. macros, triggers, AI deflection)

Other:

The annual base salary for this role is between $123,000 USD and $178,000 USD (USA-based) or between $110,000 CAD and $160,000 CAD (Canada-based)
Immediate participation in 1Password's benefits program (health, dental, 401k and many others)
Utilization of generous paid time off
Equity grant
Participation in incentive programs
Maternity and parental leave top-up programs
Competitive health benefits
Generous PTO policy
RSU program for most employees
Retirement matching program
Free 1Password account
Paid volunteer days
Peer-to-peer recognition through Bonusly
Remote-first work environment

Staff AI TechOps Lead

Skills Required

Description