Senior Manager, Implementation

About Us:

Wrapbook is a smart, intuitive platform that makes production payroll and accounting easier, faster, and more secure. We provide a unified payroll platform that seamlessly connects your entire team—production, accounting, cast, and crew—all in one place. Wrapbook empowers production teams to manage projects, pay cast and crew, track expenses, and generate data-driven insights, while enabling workers to manage timecards, track pay, and onboard to new projects from any device. Wrapbook brings clarity and dependability to production payroll, while increasing the productivity of your whole team.

Trusted by companies of all sizes, Wrapbook powers payroll for some of the industry’s top production companies, including SMUGGLER, Tuff, and GhostRobot. Our growing team of 250+ people across the USA and Canada, including entertainment and technology experts from SAG-AFTRA, DGA, IATSE, Teamsters, Amazon, Microsoft, Facebook, and more. Wrapbook is backed by top-tier investors, including Jeffrey Katzenberg’s WndrCo, Andreessen Horowitz, and A* Capital. We have raised $130M and are in a strong financial position.

The Opportunity - Senior Manager, Implementation

We are seeking a Senior Manager, Implementation to lead and scale our Implementation team consisting of Implementation Specialists, Implementation Coordinators, and Production Accounting Specialists. This role is responsible for delivering a seamless, efficient, and concierge-level onboarding experience that ensures customers are set up for long-term success.

As a key leader in the customer lifecycle, you will drive operational excellence, process optimization, and cross-functional collaboration to enhance the customer journey. You will also work closely with Sales, Customer Success, Product, and Union Payroll to ensure a smooth transition from signed contract to fully onboarded customers. If you are a strategic leader with a passion for customer experience, process efficiency, and team development, this is the perfect opportunity for you.

What you’ll do:

• Lead, mentor, and develop a team of Implementation Specialists, Implementation Coordinators, and Production Accounting Specialists.

• Foster a customer-first, high-performance culture, ensuring the team is aligned with company goals.

• Establish and track KPIs for onboarding success, including time-to-value, implementation efficiency, and customer satisfaction.

• Oversee and optimize the end-to-end Implementation process, ensuring customers experience seamless and efficient implementation.

• Develop and implement scalable onboarding strategies that support a diverse range of customers, from small businesses to enterprise accounts.

• Standardize and refine onboarding workflows, documentation, and playbooks for efficiency and consistency.

• Implement automation and technology-driven solutions to reduce manual efforts and improve time-to-value.

• Collaborate with cross-functional teams to remove bottlenecks and optimize customer handoffs between Sales, Customer Success, PayOps, and Product teams.

• Own and improve onboarding metrics, ensuring measurable progress toward faster, more efficient customer implementations.

• Provide insights and recommendations to Product and Engineering teams based on customer feedback and onboarding challenges.

What you’ll have

• 5-7+ years of experience in customer implementation, preferably in the entertainment payroll and/or production accounting space. 

• Proven experience leading and scaling remote teams in a fast-paced, high-growth environment.

• Deep expertise in process optimization, implementation efficiency, and customer journey mapping.

• Strong ability to analyze data, define KPIs, and drive measurable improvements.

• Experience working cross-functionally with Sales, Customer Success, Product, and Operations teams.

• Exceptional communication, stakeholder management, and executive presentation skills.

• Knowledge of payroll, the entertainment industry, and/or production accounting workflows is a plus but not required.

• Experience working within Salesforce a requirement.

Why Join Us

At Wrapbook, creativity meets technology — and not just in the product.

In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you’ll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include:

• 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

Our Pledge to Fostering an Inclusive and Safe Workplace:

Wrapbook pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.

Apply Now

Have we got your attention? Submit your application today and a member of our Talent team will be in touch with you shortly!

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