Systems & Business Analyst, Client Operations

Wrapbook•,

3d•$123,000 - $198,000•Remote

About The Position

Wrapbook is seeking a Systems & Business Analyst for Client Operations to bridge the gap between business needs and systems. This role involves becoming an expert in how Support, Customer Success, and Operations function, translating these insights into clear requirements and well-scoped projects aligned with business goals. The analyst will either implement minor system changes directly or collaborate with an AI Ops partner for more complex builds, primarily within Salesforce but expanding to other systems over time. The position reports to the Director, AI & Operational Transformation, and involves close collaboration with an AI Ops partner in a two-person pod, as well as the Systems Architect and leadership from Support, Customer Success, and Operations.

Requirements

6+ years in a business analyst, ops, or systems role, ideally high-volume, with the seniority to hold your ground with senior leaders.
High Salesforce fluency, specifically experience building in the platform.
Evidence of building beyond a CRM (e.g., an automation, an AI agent, a scripting habit, an integration).
Strong discovery instincts: ability to interview stakeholders, observe workflows, and not take documentation at face value.
Ability to get productive in an unfamiliar system or domain quickly.
Real project management skills: owning timelines, surfacing risk early, and keeping everyone aligned.
Clear, direct communication skills: ability to tell a senior leader their requirement isn't ready and explain why.
An AI-first, automation-first mindset with disciplined judgment.

Nice To Haves

Salesforce Admin certification preferred.

Responsibilities

Become the expert in how Support, Customer Success, and Operations actually work.
Translate business workflows into clear requirements and well-scoped projects mapped to business goals.
Perform light Salesforce configuration (reports, dashboards, simple flows, field updates) within the published data model.
Own the roadmap and prioritization for non-Salesforce tools used by the pod (e.g., Zoom Contact Center, Calendly, Zapier).
Collaborate with an AI Ops partner to determine the best solution (Salesforce change, automation, or AI agent) and build AI-led pieces.
Own requirements end-to-end and push back on requests not grounded in real problems or unsupported by current systems.
Manage timelines, surface risks early, and keep stakeholders aligned.
Own onboarding, refreshers, and adoption for the function, ensuring effective system utilization.