Client Operations Program Manager

Wrapbook

4d•Remote

About The Position

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.

Requirements

5+ years in program management, strategic operations, business operations, or an equivalent role
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

Nice To Haves

Experience in a Series B/C SaaS or similarly operationally complex environment

Responsibilities

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
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
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