Client Operations Program Manager

Client Operations Program Manager

Location: Remote – US & Canada

Employment Type: Full time

Compensation: $110.4K – $174K

• 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, Pay Ops, Tax Ops, 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, Rev Ops, 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, trade‑off 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.

• 5+ years in program management, strategic operations, business operations, or an equivalent role.
• Preferred 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 such as Notion, Linear, Salesforce, and Omni Analytics (or similar).
• Strong written communication skills – able to produce executive‑ready artifacts independently.
• Skilled at influencing without authority across multiple functions and levels.
• Strong judgment; knows when to escalates and when to decide.
• High ownership, low ego – comfortable doing the unglamorous work that keeps everything running.
• Active, fluent use of AI tools (e.g., Claude, ChatGPT, etc.) as a core part of how you work – this is not optional.

• Unlimited Paid Time Off
• Work from anywhere in Canada and the United States
• Health and Dental benefits with multiple customizable plans, including vision
• Up to $1,500 USD / $2,025 CAD toward IT setup for home
• Up to 2% matching RRSP / 401K
• Learning and Development opportunities
• Up to $50 USD / $67.50 CAD toward Internet or cell phone service (monthly stipend)

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