Program Manager owning Sophia, Bullhorn’s Salesforce Agentforce customer - support AI agent. Driving case deflection, prompt optimization, governance, monitoring, and performance reporting.
About the role
- Client Operations Program Manager driving execution across various functions at Wrapbook. Overseeing initiatives, ensuring accountability, and enhancing operational efficiency in a fully remote setting.
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
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
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