Wrapbook

Client Operations Program Manager

Wrapbook

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 $110,400 - $174,000 per year

About the role

  • 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

Requirements

  • 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
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
program managementstrategic operationsbusiness operationsdriving cross-functional initiativesbuilding dashboardsplanning frameworksoperational documentationrisk managementdecision-makingexecutive communication
Soft Skills
strong written communicationinfluencing without authoritystrong judgmenthigh ownershiplow egoproblem-solvingfacilitationaccountabilitycollaborationadaptability