Global Contracts Hub Operations Manager – North America

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the Contracts Hub, which encompasses processes, policies, data management, metrics, triage, reporting, and daily service delivery.

• Oversee the triage queue for incoming legal requests and manage the tasks assigned.

• Balance service quality, speed, and capacity by coordinating workload among Hub personnel.

• Create, document, and continuously enhance procedures for intake, assignment, response, review, escalation, completion, and reporting.

• Onboard, manage, and develop global contract managers and lawyers through training, coaching, quality support, and capacity planning.

• Ensure regional coverage across North America, EMEA, APAC, and LATAM.

• Assign and manage lower-complexity tasks delegated to EMEA and LATAM interns.

• Facilitate effective coverage across regions and time zones, addressing handoffs, queue visibility, and service-level expectations.

• Identify gaps in training, capacity, and processes, and work with regional supervisors to address them.

• Maintain ownership and escalation pathways for each request.

• Manage CLM triage rules and the Contracts Hub email alias.

• Operationalize legal content, templates, playbooks, and decision logic through intake workflows, playbook adoption, CLM tooling, and AI contract-review integration.

• Collaborate with Legal Operations on CLM and AI tooling requirements, configuration, and adoption.

• Work alongside legal, sales, deal desk, finance, procurement, Technology/IT, and Legal Operations to enhance workflow adoption.

• Assist in training and communications for Hub personnel and business partners.

• Monitor request volume, response times, cycle times, SLA attainment, escalations, self-service, tool adoption, sentiment, capacity, and utilization.

• Provide dashboards and operational updates to Commercial Legal leadership.

• Drive operational tracking and foster cross-functional partnership for the Contracts Hub roadmap.

• Support efforts to reduce deal-team assignments, expand self-service, insource NDAs, achieve cost savings, improve first-pass reviews, and reduce cycle times.

• Initially report to the Managing Corporate Counsel, North America, with a potential future reporting line 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.

• Practical experience in CLM administration and workflow, such as Ironclad, Icertis, DocuSign CLM, or Agiloft.

• Familiarity with CRM integrations similar to Salesforce.

• Strong skills in data analysis and reporting, including proficiency in Excel and business intelligence dashboards.

• Experience in deploying or adopting AI contract-review tools.

• Knowledge of commercial contract concepts, including NDAs, MSAs, order forms, redlining, playbooks, and fallback positions.

• Preferred: PMP, Lean/Six Sigma, or CLOC certification.

• Preferred: experience in a global SaaS or technology company operating across various time zones.

• Strong operational background in process design, workflow management, data, and metrics.

• Excellent written and verbal communication skills.

• Ability to effectively translate information between legal, business, and operational stakeholders.

• Data-driven mindset when making operational decisions, utilizing dashboards, and setting improvement priorities.

• Willingness to actively work the queue and resolve daily operational challenges.

• Capability to provide out-of-hours support and coordination.

• A law degree is not a requirement.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and opportunities to work from home.

• Opportunities for development and career growth.

• Open Time Off policy.

• 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatments.

• Mentorship, learning programs, leadership development, and educational support.

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.

• Flexible working arrangements.