Wrapbook

• Be Wrapbook’s Release Manager: Directly manage Wrapbook’s release process, ensuring predictability, quality, and alignment across Engineering, Product, and Design (EPD), along with Client Ops and GTM. Partner with project leads on QA to ensure testing processes, release readiness, and quality standards are consistently met. • Lead as a Player-Coach: Manage and mentor a team of Technical Program Managers while remaining hands-on in release management and key programs. Set a high bar for execution, communication, and collaboration, and hold the team accountable to meeting that standard. Foster a culture of accountability and inclusion where TPMs can do their best work. • Drive Clear Communication & Foster Alignment: Establish and model impeccable cross-department communication, ensuring updates, risks, and decisions are conveyed with clarity and consistency. Act as a connector across business, product and technical teams, creating alignment on roles, responsibilities, and readiness for every stage of build and launch. Prepare release notes so that our cross-functional partners experience no surprises—because we’ve over-communicated, and they fully understand what we’re doing and why. • Measure and Improve Impact: Define how we measure release success, evaluate outcomes, and use insights to refine future launches. • Drive Program Execution: Partner with EPD leaders to identify where Technical Program Managers can add the most value—whether by driving key strategic initiatives, coordinating complex cross-group work, or ensuring execution against business-critical priorities. • Support Key Accounts: Oversee program management for critical customer accounts, coordinating across Engineering, Product, and Design, and partnering with Client Ops and Sales to deliver delightful early customer experiences. • Continuously Improve: Identify bottlenecks, streamline workflows, and strengthen how Wrapbook aligns, builds, and launches. You'll be measured not by the number of processes you introduce, but by the tangible impact your improvements have on predictability, efficiency, and stakeholder confidence. • Champion AI-Powered Ways of Working: Model and promote AI fluency across the TPM team, QA process, and EPD org. Leverage agentic workflows, AI-assisted tooling, and automation to increase throughput, reduce manual coordination overhead, and accelerate release cycles. Help the team identify where AI can replace repetitive process work so they can focus on higher-leverage problems.

• Build the platform. Own the internal AI deployment infrastructure — make it possible for non-engineers to safely build and run AI workflows at scale. • Ship the workflows. Directly build high-leverage agentic workflows across Marketing, Sales, Success, Support, Finance, and Operations. Find the highest-friction, highest-volume work in each function and automate it. • Enable business users. Turn business stakeholders into builders. Create the patterns, guardrails, skills, and training that let people across the company build their own AI workflows on your platform. • Lead a mixed team. Manage a cross-functional group of engineers, PMs, and embedded business users. Set direction, hold a high bar, and build a culture where shipping and learning happen fast. • Partner across the org. Work directly with functional leaders to understand their goals, prioritize ruthlessly, and measure the business impact of every deployment. • Own the outcomes. Define what success looks like — adoption, time saved, throughput gained, cost avoided — and report on it credibly to the SVP of Engineering and CEO. • Champion responsible adoption. Ensure everything you ship is secure, compliant, and aligned with how Wrapbook handles sensitive financial and personal data.

• Lead, coach, and develop a team of Mid-Market AEs focused on Film & TV production companies across complex, multi-month deal cycles • Actively join rep calls — provide live coaching, model the sales motion, and debrief in real time; the AE drives the deal, you develop the rep through it • Own weekly 1-1s with each rep: deal strategy, skill development, pipeline review, and accountability to process • Build individual development plans for each AE grounded in observed skill gaps, not just quota performance • Drive forecast accuracy by owning the pipeline roll-up and enforcing stage hygiene standards • Partner with Marketing on ABM motion and account-based outreach strategies • Drive adoption of sales plays and process standards — translate frameworks into rep-level habits through repetition and accountability • Facilitate a structured deal review cadence: pre-call prep, deal strategy, and post-close debriefs • Collaborate with Product on customer feedback loops and PMF signals coming through the sales cycle • Partner with the Sr. Director of MMFTV Sales on org-level process improvements and strategic decisions

• Serve as the primary operational point of contact for our TPA (Sedgwick), managing claim handling expectations, reserving practices, and escalation protocols • Monitor and analyze loss runs, claim frequency/severity trends, and open claim inventory; surface insights to the Sr. Director and drive corrective action with the team • Review large loss and litigated claims on a regular cadence, ensuring the TPA’s handling strategy aligns with program objectives • Track SLA compliance and claims quality metrics, holding the TPA accountable to performance standards • Identify patterns in claims data (by state, classification, production type, time of year) and translate findings into actionable recommendations for risk reduction • Develop and implement risk mitigation initiatives such as safety programs, return-to-work protocols, and claims management best practices tailored to entertainment industry workflows • Use claims and underwriting data together to identify where operational improvements (better classification, faster reporting, targeted safety guidance) can reduce loss frequency and severity • Drive the end-to-end underwriting operations workflow—production company onboarding, classification, state jurisdiction setup, and policy endorsement execution • Tracking and reporting on Worker Compensation KPIs and SLAs across the WC program • Manage, mentor, and develop Workers Compensation Operations and Claims Specialists • Set clear goals, run regular 1:1s, and drive accountability across all program areas—claims, risk mitigation, underwriting operations, and COI workflows • Balance team workload across the claims and underwriting functions, adjusting capacity allocation as production seasons and claim volumes shift • Partner with the Sr. Director on capacity planning, hiring, and team development as the program scales • Leverage AI tools (including Claude, Dust, and emerging platforms) as a core part of daily operations—driving research, drafting, workflow automation, and overall team AI capability development • Build and maintain a centralized Workers' Compensation knowledge base; partner with AI Champions to design and deploy self-serve agents that reduce friction for internal teams and accelerate decision-making • Serve as Wrapbook's internal subject matter expert on WC program structures—continuously monitoring the landscape, identifying differentiation gaps, and delivering strategic insights to senior leadership

Role Description We are looking for an enthusiastic Customer Support Specialist III to join our Support organization. In this role, you’ll ensure our crew members and client users have their product questions answered and technical issues resolved quickly, accurately, and with care. - Own a portfolio of cases and inbound interactions (email, live chat, and phone via Salesforce), serving as the primary point of contact from first touch through resolution for crew members and client users. - Diagnose and troubleshoot product behaviors and production workflows: investigate issues, reproduce bugs, identify root cause, and advise on next steps or workarounds. - Manage your case backlog with clear ownership and urgency: prioritize work by customer impact, SLA, and escalation risk; proactively follow up internally and externally until issues are fully resolved. - Partner closely with Customer Success, Payroll Ops, Product, and Engineering to resolve customer issues, translating customer context into actionable technical detail. - Identify trends and product gaps: log high-quality bug reports and product requests in Linear (or similar tools), including replication steps and business impact. - Escalate urgent or production-critical issues via PagerDuty or established escalation channels and help coordinate cross-functional response through resolution. - Deliver a concierge support experience: adapt communication style to the customer and situation, explain solutions clearly, and anticipate follow-up needs. - Contribute to team knowledge and operational excellence by creating and maintaining SOPs, templates, troubleshooting guides, and other internal documentation. - Support continuous improvement efforts by sharing best practices, surfacing opportunities for workflow optimization, deflection, or automation, and incorporating QA feedback into your day-to-day work. - Mentor and support junior teammates as needed through case guidance, escalation support, and modeling strong customer judgment and communication. Qualifications - 2+ years of experience in customer support, technical support, or an administrative role supporting film and television production (or equivalent B2B SaaS experience). - Strong knowledge of Film & Television production workflows; Production Accounting or payroll experience is highly valued. - Confidence communicating with customers via phone, email, and live chat, including comfort being on the phone for extended periods when needed. - Excellent written communication skills, with the ability to document customer issues clearly and create effective internal tickets and documentation. - Proven troubleshooting and problem-solving skills, with a habit of researching, validating, and understanding solutions before communicating them. - Demonstrated ability to manage a case queue responsibly, multitask across multiple issues, and prioritize effectively in a fast-paced environment. - Comfort working in an early-stage, high-growth company where priorities evolve and adaptability matters. - Experience collaborating cross-functionally and a genuine enjoyment of working with others to achieve shared outcomes. - Familiarity with tools such as Salesforce, Linear (or similar bug tracking tools), PagerDuty, Slack, and Notion (or the ability to learn them quickly). Requirements - Motion Picture Union Payroll experience. - Experience supporting high-volume case environments or complex, high-sensitivity customer scenarios. - Experience creating or maintaining SOPs, workflows, or training materials for support teams. - Experience identifying deflection opportunities, improving self-serve resources, or contributing to automation initiatives. - Experience contributing to QA programs, mentoring junior support staff, or supporting team enablement. - Experience creating operating procedures or content for AI-powered support tools. 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 Company Description 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. 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.

• Own end-to-end payroll remittance operations including corrections, reversals, overpayments, and contribution remittances — resolving cases within SLA with clear documentation throughout • Serve as an escalation point for complex union and agency issues; identify root causes of reporting discrepancies and coordinate resolution with appropriate payroll teams • Mentor team members on complex remittance and compliance matters, actively raising the skill level of those around you • Document and maintain SOPs, keeping them current, complete, and usable without additional coaching • Identify gaps in payroll operations processes and bring forward concrete recommendations for improvement • Partner cross-functionally on payment and client funding questions, system testing, and payroll-related project work • Leverage AI tools to optimize operational workflows and adopt emerging functionalities that improve team efficiency and accuracy • Proactively surface issues — with proposed solutions — and act as SME across teams to drive them to closure

• Lead the Frontend Platform team, owning the health, delivery, and direction of shared frontend infrastructure and data/reporting systems • Contribute technically: code reviews, pairing, architectural input, and jumping in on critical work when needed • Own and evolve Wrapbook's shared component system (design system, data grids, reporting frameworks, shared UI infrastructure) • Partner with product, design, and cross-functional engineering teams to define and deliver the roadmap • Set a high bar for frontend quality, performance, and developer experience across the org • Grow the team through coaching, hiring, and creating an environment where engineers do their best work • Drive technical design reviews and advocate for engineering-specific roadmap items

• Building high quality and fault tolerant products along with an inclusive team environment • Work on problems with your team, roll up your sleeves, form an opinion and advocate for engineering-specific roadmap items • Able to pitch in at a code level, whether it’s code reviews, executing tickets to keep the team on track, or taking ownership of critical customer data issues • Work with cross-functional partners in product, design, research, business development, operations, and go to market teams to build secure, compliant, and seamless onboarding and lifecycle experiences for companies and workers • Be a technical influencer across the company and empower your team to do their best work • Provide technical direction through technical design reviews, and pair programming • Grow the team both through internal development and helping with external hiring • Advocate for quick iterative development accompanied by experimentation analysis

• Building high quality and fault tolerant products along with an inclusive team environment • Work on problems with your team, roll up your sleeves, form an opinion and advocate for engineering-specific roadmap items • Work with cross-functional partners in product, design, research, business development, operations, and go to market teams to build secure, compliant, and seamless onboarding and lifecycle experiences for companies and workers • Be a technical influencer across the company and empower your team to do their best work • Provide technical direction through technical design reviews, and pair programming • Grow the team both through internal development and helping with external hiring • Advocate for quick iterative development accompanied by experimentation analysis

• Build and maintain the core BI dashboard suite that gives Sales and Marketing self-serve, real-time visibility into pipeline health, funnel conversion, segment-level coverage, campaign contribution, rep attainment, and loss analysis. • Own the GTM data dictionary — metric definitions, filter logic, and calculation rules — and maintain it as the authoritative source of truth across Marketing, Sales, and Finance. • Own the analytical layer of the GTM forecast process: historical conversion rates, pipeline coverage analysis, stage-weighted modeling, and forecast variance diagnosis. • Lead annual bookings planning analysis — historical win rates, segment-level capacity modeling, coverage assessments, and quota calibration inputs — and partner with Strategic Finance on revenue forecasting and GTM investment analysis. • Build scenario models for pricing, segmentation, and GTM structure decisions as needed by RevOps and Sales leadership. • Track campaign performance relative to pipeline contribution goals by segment; surface what's generating pipeline, what isn't, and where investment is misallocated. • Partner with Analytics Engineering to ensure GTM data from Salesforce, Marketo, and adjacent systems is correctly modeled in the data warehouse — flag gaps, validate logic, and escalate data quality issues. • Lead ad-hoc analytical projects supporting key company initiatives: segmentation analysis, market sizing, cohort analysis, win/loss diagnostics, and product-GTM intersection analysis.