Senior Manager, Film & Television Implementation

Summary

Join Wrapbook as a Senior Manager, Film & Television Implementation and lead a team responsible for onboarding new customers. You will oversee the entire implementation process, ensuring efficiency and customer satisfaction. This role requires strong leadership, process optimization, and cross-functional collaboration skills. You will mentor and develop a team, establish KPIs, and work with Sales, Customer Success, Product, and Union Payroll teams. The ideal candidate has extensive experience in customer implementation, preferably in the entertainment industry, and proven success leading remote teams. Wrapbook offers a competitive salary and benefits, including unlimited PTO and remote work options.

Requirements

• 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
• Experience working within Salesforce

Responsibilities

• 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

Preferred Qualifications

Knowledge of payroll, the entertainment industry, and/or production accounting workflows

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