wrapbook - Client Operations Program Manager

• 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