Global Contracts Hub Operations Manager (North America)

Genesys•Virtual Office (Indiana), IN

1d•$166,900 - $293,500•Hybrid

About The Position

The Global Contracts Hub Operations Manager is a North America-based, global operational owner of the Contracts Hub. The role owns Hub processes, policies, data, metrics, triage, reporting and day-to-day service delivery, and builds a scalable contracting operations model across North America, EMEA, APAC and LATAM in partnership with Commercial Legal, Legal Operations and business stakeholders. The manager oversees intake and triage, coordinates work and coverage across global Hub personnel, and onboards, trains, coaches and develops contract managers and lawyers. The role works with regional legal supervisors on legal aspects while keeping operational ownership distinct from legal judgment and legal escalation. It operationalizes legal content and decision logic provided by the Lead Counsel, Commercial AI & Contract Enablement, and partners with Legal Operations on CLM and AI tooling requirements, configuration and adoption. The role tracks service, workload, quality, adoption and capacity metrics; provides dashboards and updates to Commercial Legal leadership; and drives operational tracking, readiness, adoption and reporting for the Contracts Hub roadmap. It is based in North America, has cross-regional responsibilities, and requires out-of-hours support and coordination to serve global stakeholders. Initially, it reports to the Managing Corporate Counsel, North America; in due course, it may report to the General Counsel – Commercial.

Requirements

Approximately 10+ years of experience in legal operations, contract operations, deal desk, sales or revenue operations, or business operations, including people management.
Hands-on CLM administration and workflow experience, such as Ironclad, Icertis, DocuSign CLM or Agiloft.
Familiarity with Salesforce-type CRM integrations.
Strong data and reporting skills, including Excel and business intelligence dashboards.
Experience deploying or adopting AI contract-review tools.
Familiarity with commercial contract concepts, including NDAs, MSAs, order forms, redlining, playbooks and fallback positions.
Strong operations background, with demonstrated ability in process design, workflow management, data and metrics.
Excellent written and verbal communication skills, including the ability to translate between legal, business and operational stakeholders.
Data-driven approach and ability to turn operational information into practical decisions, dashboards and improvement priorities.
Initiative, ability to build trust across regions and functions, and follow-through in a changing environment.
Hands-on, pragmatic approach, including willingness to work the queue and solve day-to-day operational problems.
Ability to provide out-of-hours support and coordination for global stakeholders.

Nice To Haves

PMP, Lean/Six Sigma or CLOC certification.
Experience in a global SaaS or technology company operating across time zones.

Responsibilities

Own the Contracts Hub’s processes, policies, data, metrics, triage, reporting and day-to-day service delivery.
Manage the legal-request triage queue, oversee assigned work directly and coordinate workload across Hub personnel while balancing service quality, speed and capacity.
Design, document and continuously improve procedures for intake, assignment, first response, review, escalation, completion and reporting.
Onboard, manage, train, coach and develop global contract managers and lawyers, and plan capacity.
Coordinate regional coverage across North America, EMEA, APAC and LATAM, including time-zone handoffs, queue visibility and service-level expectations.
Assign and coordinate lower-complexity work routed to EMEA and LATAM interns in partnership with legal supervisors, ensuring it is scoped, tracked and appropriately reviewed.
Work with regional legal supervisors on legal aspects of Hub work while maintaining the distinction between operational ownership and legal judgment or escalation.
Identify training, capacity and process gaps and work with regional supervisors to address them.
Maintain clear ownership for each request and ensure Hub personnel know when to handle work, seek operational support or escalate a legal question.
Manage the CLM triage queue and maintain rules for handling requests directly or assigning them to a Hub lawyer, Hub contract manager or commercial lawyer.
Manage the Contracts Hub email alias for legal queries that do not require attached documentation, ensuring requests are tracked, triaged and routed.
Operationalize legal content, templates, fallback positions, playbooks, escalation criteria and legal-AI decision logic in Hub intake workflows, playbook adoption, CLM tooling and AI contract-review integration.
Feed escalation, exception and playbook-deviation data to the Lead Counsel, Commercial AI & Contract Enablement.
Partner with Legal Operations on CLM and AI tooling requirements, configuration and adoption.
Work with legal, sales, deal desk, finance, procurement, Technology/IT and Legal Operations to make Hub workflows practical and adopted.
Support training and communications about intake rules, self-service options and operating procedures.
Track request volume, response and assignment times, cycle times, SLA attainment, escalation and playbook-deviation rates, self-service, tool adoption, stakeholder sentiment, capacity and utilization.
Provide dashboards and operating updates to Commercial Legal leadership on trends, bottlenecks, service performance, resourcing needs and process-improvement opportunities.
Drive operational tracking and cross-functional partnership for the Contracts Hub roadmap, including baseline reporting, training and readiness, adoption, self-service expansion, reductions in deal-team assignments and commercial resource touches, NDA insourcing and related cost savings, improved first-pass review and cycle times, and stakeholder materials and communications.

Benefits

Medical, dental and vision insurance.
Telehealth coverage.
Flexible work schedules and work-from-home opportunities.
Development and career growth opportunities.
Open Time Off in addition to 10 paid holidays.
401(k) matching program.
Adoption assistance.
Fertility treatments.
Paid volunteer time.
August Free Fridays.
Well-being resources and regionally tailored programs for employees and their families.
The role might also be eligible for commission or performance-based bonus opportunities.