Client Operations Program Manager

About Us: Wrapbook is a smart, intuitive platform that makes production payroll and accounting easier, faster, and more secure. We provide a unified payroll platform that seamlessly connects your entire team—production, accounting, cast, and crew—all in one place. Wrapbook empowers production teams to manage projects, pay cast and crew, track expenses, and generate data-driven insights, while enabling workers to manage timecards, track pay, and onboard to new projects from any device. Wrapbook brings clarity and dependability to production payroll, while increasing the productivity of your whole team. Trusted by companies of all sizes, Wrapbook powers payroll for some of the industry’s top production companies, including SMUGGLER, Tuff, and GhostRobot. Our growing team of 250+ people across the USA and Canada, including entertainment and technology experts from SAG-AFTRA, DGA, IATSE, Teamsters, Amazon, Microsoft, Facebook, and more. Wrapbook is backed by top-tier investors, including Jeffrey Katzenberg’s WndrCo, Andreessen Horowitz, and A* Capital. We have raised $130M and are in a strong financial position. The Opportunity: Client Operations Program Manager (Remote - US/Canada) The Client Operations Program Manager is responsible for driving execution across Wrapbook's Client Operations organization- spanning Customer Success, Customer Support, Implementation, Payroll Operations, Workers Compensation, Vendor Payments, and other teams. This role exists to close the gap between strategy and execution: turning priorities into plans, plans into shipped outcomes, and outcomes into visible, measurable progress. This is not a coordinator role. The Program Manager operates with a high degree of autonomy, takes ownership of cross-functional initiatives from discovery through delivery, and is expected to produce executive-ready artifacts, facilitate decision-making, and hold stakeholders accountable- including people who don't report to them. Success at this level means leadership bandwidth is multiplied, cross-functional work lands with fewer surprises, and "important but not urgent" initiatives don't stall. What You'll Do Program Execution & Strategic Discovery Maintain a centralized, real-time view of all active Client Ops programs, projects, and initiatives — including owners, timelines, milestones, and status Run operational planning rhythms: quarterly planning support, initiative reviews, weekly status reporting Lead discovery work across Client Ops functions — Customer Support, Customer Success, Implementation, PayOps, TaxOps, Union Payroll, Workers' Comp, and Payments Translate ambiguous problems into structured proposals, decision documents, and execution plans Surface risks and blockers early; propose and drive mitigation strategies before they become fires Create reporting mechanisms that give clear visibility to the Client Operations leadership team Hold cross-functional stakeholders accountable to commitments — including Product, Finance, EPD, RevOps, and GTM Ensure "important but not urgent" work gets done consistently — not just the reactive, squeaky-wheel stuff Cross-Functional Initiative Ownership Serve as the Directly Responsible Individual for initiatives that cut across teams and would otherwise stall without clear ownership Facilitate decision-making: run DACIs, tradeoff discussions, and alignment sessions Manage dependencies across Client Ops, Product & Engineering, Finance, and GTM Build durable systems and clean documentation — not one-off fixes that create debt later Ensure clean handoffs when work transitions between teams Operational Communication & Visibility Own the narrative on Client Ops execution — status updates, initiative briefs, and risk flags to senior leadership Keep the SVP and Director informed without requiring them to chase status Produce artifacts that are clear, concise, and decision-ready Represent Client Ops in cross-functional planning forums What You'll Have: 5+ years in program management, strategic operations, business operations, or an equivalent role Prefer Experience in a Series B/C SaaS or similarly operationally complex environment Track record of driving ambiguous, cross-functional initiatives from discovery to delivery Experience building dashboards, planning frameworks, and operational documentation Proficiency in tools like Notion, Linear, Salesforce, and Omni Analytics (or similar) Strong written communicator — able to produce executive-ready artifacts independently Skilled at influencing without authority across multiple functions and levels Strong judgment; knows when to escalate and when to decide High ownership, low ego — comfortable doing the unglamorous work that makes everything else run Active, fluent use of AI tools (e.g. Claude, ChatGPT, etc) as a core part of how you work — for drafting, synthesis, research, and building automations. This is not optional; we expect this person to be operating at a fundamentally different speed and output level because of how they use AI Why Join Us At Wrapbook, creativity meets technology — and not just in the product. In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you’ll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include: Unlimited Paid Time Off Work from anywhere in Canada and USA Health and Dental benefits Up to $1,500 USD/ $2,025 CAD towards IT set up for your home Up to 2% matching RRSP / 401K Learning and Development opportunities Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service Our Pledge to Fostering an Inclusive and Safe Workplace: Wrapbook pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation. Apply Now Have we got your attention? Submit your application today and a member of our Talent team will be in touch with you shortly! #LI-Remote