Queue Manager Jobs in Florida (NOW HIRING)

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Job Description:

Under the supervision of the Director of Contract Administration, the Manager of Contract Administration is responsible for the day-to-day operational management of the Contract Administration team, including contract routing, workload distribution, contract queue monitoring, routine team supervision, follow-up on outstanding assignments, and first-level operational escalations, process compliance, contract data integrity, and contract lifecycle management system administration. This position supports the timely processing, tracking, and administration of contracts across the gaming properties, Seminole Hard Rock Support Services, Hard Rock International, and related business units. The Manager also coordinates with internal stakeholders, supporting departments, and suppliers/vendors, as needed, to ensure contract matters continue progressing in accordance with established procedures, deadlines, and departmental standards, while supporting reporting, audit readiness, process improvements, and departmental performance objectives.

Essential duties include, but are not limited to:

• Manage the daily operational workflow of the Contract Administration team, including contract routing, workload distribution, queue management, and assignment oversight, service level monitoring, workload prioritization, and timely resolution of operational bottlenecks and escalations.
• Ability to review, analyze, and process contracts, amendments, statements of work, procurement agreements, license agreements, leases, and other legal documents for compliance, operational impact, and risk considerations in accordance with established company standards and procedures, and applicable approval requirements.
• Ability to author and negotiate revisions to contracts to conform with approved Seminole Tribe of Florida, Seminole Gaming, Hard Rock International, and affiliated entity standards and requirements, including identifying contractual risks, recommending acceptable business and legal positions, and negotiating directly with internal and external stakeholders to achieve compliant and commercially reasonable outcomes.
• Monitor contract matters to ensure timely progression through review, approval, execution, and post-execution administration processes, including proactive follow-up with stakeholders, compliance with established service levels, maintenance of contract records, and tracking of key contractual obligations, notices, and renewal deadlines.
• Serve as the primary operational escalation point for routine contract administration issues, workflow concerns, and departmental inquiries, investigating and resolving process-related challenges, facilitating stakeholder alignment, and escalating high-risk or exceptional matters to leadership, as appropriate.
• Ability to coordinate with Legal, Risk Management, Data Protection, Finance, Procurement, Human Resources, Gaming Operations, and other stakeholders throughout the contract lifecycle, facilitating required reviews, approvals, issue resolution, and alignment with organizational policies, risk requirements, and business objectives.
• Provide guidance and support to Contract Administration team members regarding contract language, contract administration procedures, workflows, and routing requirements, including interpretation of contractual provisions, application of departmental policies and standards, resolution of process-related issues, and ongoing coaching, training, and professional development.
• Assist with contract review, drafting, and administrative activities during periods of increased workload, employee absences, vacations, vacancies, or other operational needs, serving as a hands-on resource to support departmental coverage, address workload demands, and ensure uninterrupted contract administration services.
• Monitor departmental deadlines and ensure timely follow-up on outstanding contract matters, including coordination with internal and external stakeholders to resolve outstanding issues, meet established service levels, and prevent delays in contract processing, approval, execution, and post-execution administration.
• Manage workload balancing across team members to promote efficiency and service levels, including prioritization of assignments, resource allocation, capacity planning, and proactive redistribution of work to address changing business demands and operational deadlines.
• Conduct routine operational meetings, status reviews, and workload discussions with team members, providing direction, establishing priorities, reviewing performance against service levels, and ensuring alignment with departmental objectives and operational requirements.
• Support onboarding, training, mentoring, and development of Contract Administration personnel, including knowledge transfer, skills development, performance coaching, and reinforcement of departmental policies, procedures, standards, and best practices.
• Produce contract activity reports, metrics, dashboards, and other management reporting as required, analyzing trends, workload distribution, service levels, and operational performance to support management decision-making, resource planning, and process improvement initiatives.
• Develop, maintain, and update standard operating procedures, user guides, and departmental training materials, promoting operational consistency, knowledge transfer, compliance with departmental standards, and effective adoption of new processes and technologies.
• Support executive and senior leadership reporting related to contract administration activities, compliance matters, and operational initiatives, including the preparation of summaries, metrics, analyses, recommendations, and briefing materials to support management decision-making and organizational objectives.
• Assist with management of departmental key performance indicators (KPIs), service levels, workload metrics, and operational reporting, utilizing data and performance metrics to support resource planning, workload management, operational decision-making, and continuous improvement initiatives.
• Promote positive working relationships with internal stakeholders and external business partners, serving as a collaborative and trusted resource while fostering effective communication, responsiveness, and customer service throughout the contract lifecycle.
• Maintain a clean, safe, and professional work environment, promoting a culture of professionalism, accountability, teamwork, and respect.
• Conduct themselves in accordance with all Seminole Tribe of Florida, Gaming Commission, Seminole Gaming, and Hard Rock policies and procedures, including applicable regulatory, compliance, confidentiality, and information security requirements.
• Perform other duties as assigned, including special projects, operational initiatives, system implementations, and process improvement efforts that support departmental and organizational objectives.

Areas of Responsibility:

• Contract review and administration
• Contract drafting and negotiations
• Contract routing and workflow management
• Team leadership and operational oversight
• Workload distribution and resource management
• Contract visibility and reporting
• Document management and records compliance
• Stakeholder communications and coordination
• Training and development of team members
• Process improvement and operational efficiency initiatives
• Departmental coverage and escalation management
• Contract lifecycle management (CLM) system administration and governance
• Contract compliance, audit support, and policy adherence
• Performance metrics, KPI monitoring, and service level management
• Standard operating procedures, training materials, and knowledge management
• Executive reporting and management support
• Contract repository governance and data integrity management

Qualifications:

• Associate's Degree required; Bachelor's Degree preferred.
• Five (5) or more years of experience in contract administration, legal operations, procurement, paralegal studies, compliance, or related fields, or an equivalent combination of education and experience.
• Experience reviewing, negotiating, drafting, and administering contracts required.
• Supervisory or team leadership experience preferred, including responsibility for employee coaching, performance management, and workload oversight.
• Strong understanding of contract lifecycle processes and contract administration principles.
• Experience with contract lifecycle management systems, document management systems, or workflow management platforms preferred.
• Strong organizational, analytical, communication, and problem-solving skills, with the ability to independently prioritize competing business needs and operational demands.
• Ability to manage multiple priorities and meet strict deadlines in a high-volume environment.
• Ability to work collaboratively with executives, business stakeholders, legal counsel, and external vendors.
• Proficiency with Microsoft Office applications, reporting tools, and contract management technologies, including advanced Excel skills, preferred.
• Experience administering or supporting enterprise Contract Lifecycle Management (CLM) platforms, including workflow configuration, metadata management, reporting, and document governance preferred.

Work Environment:

• Duties and responsibilities are typically performed in a professional office setting, but there may be times where you will need to be in operating areas. In these areas, you may be exposed to environmental factors including, but not limited to, second hand smoke and excessive noise.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.

Disclaimer
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).