wrapbook - Manager, Union Payroll Contracts

• Lead the Contracts Administration team in daily operations, ensuring SLAs for project review, agreement support assessment, and contract setup readiness are consistently met. • Serve as the primary operational owner for union contract support workflows, ensuring high standards for quality, accuracy, timeliness, and compliance. • Manage and develop Contract Administrators through clear expectations, coaching, feedback, and performance management. • Own the Salesforce-first contracts intake and case management process, including intake requirements, prioritization standards, routing, queue hygiene, and reporting. • Ensure contract reviews and decisions are documented clearly and consistently, with audit-ready notes and supporting artifacts. • Oversee creation and maintenance of Contracts-owned operational assets, including project-specific documentation and internal guidance that enable consistent execution. • Maintain a clear escalation framework with Union Payroll and Labor Relations and ensure escalations include the right contract context, specific language, prior analysis, and the decision needed. • Act as a key decision-maker for operational contract questions and exception handling, escalating when formal interpretation or precedent-setting guidance is required. • Partner cross-functionally with Customer Success, Implementation, Sales, RevOps, and Product/Engineering to resolve issues and improve workflows. • Identify recurring failure modes and contract-related issue trends, and drive process improvements that reduce risk, rework, and time-to-resolution. • Provide input on hiring, promotions, performance actions, and terminations for the Contracts Administration team. • What You'll Have • Minimum 5+ years of experience in contracts administration, labor relations support, production payroll operations, production accounting, or a closely related role. • 2–3 years of people management experience, either as a team lead or manager with direct oversight of operational workflows. • Strong working knowledge of entertainment union and guild agreements in the FTV space (SAG-AFTRA, DGA, IATSE, Teamsters, etc.) and the ability to translate contract terms into operational requirements. • Experience operating in a CRM or case-management workflow (Salesforce preferred), including prioritization, documentation discipline, and stakeholder communication. • Proven ability to manage escalations and resolve complex contract questions while maintaining a high bar for compliance and accuracy. • Demonstrated success implementing process improvements that improve service quality, throughput, and stakeholder clarity. • Strong organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment. • Excellent written and verbal communication skills, with the ability to create clear guidance on ownership, intake expectations, and next steps. • Sound judgment and comfort making operational decisions, with the ability to recognize when to escalate for formal authority.