Senior Manager, Film & Television Implementation

The Senior Manager, Film & Television Implementation at Wrapbook is responsible for leading the implementation team, ensuring that customers have a seamless and efficient onboarding experience. This includes developing onboarding strategies, optimizing processes, and collaborating with cross-functional teams. They will mentor team members, track key performance indicators, and continually improve the customer journey, making sure that each client is set up for long-term success.

To qualify for the Senior Manager, Film & Television Implementation position at Wrapbook, candidates should have 5-7+ years of experience in customer implementation, preferably within the entertainment payroll or production accounting sectors. Experience in leading remote teams and strong data analysis skills are essential, along with a solid understanding of process optimization and implementation efficiency. Knowledge of payroll workflows and familiarity with Salesforce is beneficial but not mandatory.

Wrapbook is committed to fostering an environment that promotes continuous learning and development. As the Senior Manager of Film & Television Implementation, you will have access to various learning opportunities, including professional training, workshops, and resources aimed at expanding your skills in leadership, customer experience, and process optimization. This is in addition to a supportive and inclusive workplace culture that encourages personal and professional growth.

The culture at Wrapbook is vibrant and inclusive, reflecting our dedication to creativity and teamwork. As the Senior Manager of Film & Television Implementation, you will work in an environment that values collaboration, innovation, and diversity. We encourage open communication and foster a high-performance culture, where each team member’s contribution matters. Wrapbook prioritizes work-life balance and offers flexible working arrangements to ensure employee well-being.

Wrapbook offers a comprehensive benefits package for the Senior Manager, Film & Television Implementation, which includes unlimited paid time off, health and dental benefits, and flexible work-from-home options. Additional perks include financial support for IT setup, matching retirement savings plans, and stipends for internet and cell phone services. Wrapbook believes in rewarding its employees while providing a supportive environment for professional success.

When answering this question, highlight your previous roles involving customer implementations, particularly in environments related to entertainment payroll. Discuss specific processes you've led, the tools you’ve used, and any measurable successes achieved, such as improved onboarding times or enhanced customer satisfaction.

In your response, emphasize your coaching style and how it aligns with individual employee growth and team objectives. You might want to mention specific examples of mentorship programs you’ve implemented or how you conduct performance reviews to foster professional development within the team.

Here, you should discuss the key performance indicators (KPIs) you use to measure onboarding success. Mention metrics like customer satisfaction scores, time-to-value, and implementation efficiency. Explain how you gather feedback from customers to continuously improve the onboarding process.

Provide examples of how you collaborate with teams such as Sales, Customer Success, and Product. Emphasize the importance of clear communication and shared goals. Share a success story where cross-team collaboration led to significant improvements in customer onboarding.

Use the STAR method (Situation, Task, Action, Result) to structure your answer. Share a specific instance where you encountered an obstacle and detail your approach to resolving it, as well as the positive outcomes that resulted from your actions.

Explain how you have identified inefficiencies in processes and the steps you took to optimize them. Incorporate examples of successful implementation of new workflows or technologies that improved the onboarding or customer implementation process.

Discuss your approach to actively seeking feedback during the onboarding process, such as conducting surveys or follow-up meetings. Share how you’ve used this feedback to make data-driven adjustments and enhancements to the onboarding experience.

Name specific tools you have used, such as Salesforce or project management software, emphasizing how they enhance process efficiency. Discuss how using these technologies has helped streamline communication, track progress, and drive better outcomes for customer implementations.

Emphasize that customer satisfaction is crucial for repeat business and referrals. Discuss how you prioritize the customer experience and ensure that the onboarding process is not only smooth but also meets and exceeds customers' expectations, ultimately contributing to the company's success.

Articulate your leadership approach, whether it’s transformational, participative, or servant leadership. Discuss how your style fosters a positive team environment and drives performance while supporting the professional growth of your team members.