Manager, Union Payroll Contracts
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Job Description
Manager overseeing Contracts Administration for payroll operations at Wrapbook. Leading contract support workflows and managing a team of Contract Administrators.
Responsibilities:
- 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.
Requirements:
- 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.
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
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