Wrapbook is looking for a Client Operations Systems Manager to act as a strategic, consultative partner to our Client Operations teams. You will diagnose operational challenges, design scalable solutions, and drive efficiency for teams in Onboarding, Union Payroll, Payroll Operations, Insurance Operations, and Tax Operations.
What You'll Do
- Serve as a trusted advisor to Client Operations leadership and team members, proactively identifying inefficiencies and recommending improvements.
- Partner with stakeholders to translate business challenges into scalable, sustainable Salesforce and tool-based solutions.
- Facilitate discovery sessions to understand current workflows and design technology-driven solutions across Salesforce, AI tools, and other operational platforms.
- Serve as primary Salesforce administrator for the Client Operations org, including Service Cloud and custom objects with support from our GTM Systems Architect.
- Design, configure, and maintain Salesforce automation (Flow) to optimize client onboarding and billing processes.
- Partner with Client Operations leadership to document current workflows and identify process improvement opportunities.
- Build dashboards and reports to monitor KPIs like onboarding time and case management performance metrics to drive data-informed decisions.
- Lead Salesforce-driven projects end-to-end: consultation, requirements gathering, solution design, implementation, testing, and training.
- Drive change management through training sessions, user guides, and ongoing support for Client Operations staff.
- Conduct regular audits of Salesforce data and configuration to ensure compliance, data integrity, and best practices.
What We're Looking For
- Bachelor’s degree in Business, Information Systems, or a related field.
- 3–5 years of progressive experience in Salesforce solution design, business systems analysis, or process consulting within a SaaS Environment.
- Certified Salesforce Administrator with deep hands-on experience in Service Cloud, custom objects, and Flow.
- Proven track record of optimizing Salesforce processes to support non-customer-facing teams.
- Strong analytical skills: comfortable building reports and dashboards to uncover insights and measure impact.
- Excellent project management skills with experience juggling multiple, concurrent Salesforce initiatives.
- Outstanding communication and collaboration skills; able to translate technical concepts for business users.
- Ability to thrive in a fast-paced, change-driven environment and adapt to evolving business needs.
Technical Stack
- Salesforce
- Service Cloud
- Salesforce Flow
Team & Environment
You will join Wrapbook's Revenue Operations team and focus on supporting our Client Operations teams (Onboarding, Union Payroll, Payroll Operations, Insurance Operations, Tax Operations).
Benefits & Compensation
- 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
Work Mode
This is a remote position open to candidates located in the USA and Canada.
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