Global Contracts Hub Operations Manager – North America

Job not on LinkedIn

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $166.9k - $293.5k / year

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Own and operate the Contracts Hub, including processes, policies, data, metrics, triage, reporting and day-to-day service delivery • Manage the triage queue for incoming legal requests and oversee assigned work • Coordinate workload across Hub personnel while balancing service quality, speed and capacity • Design, document and continuously improve intake, assignment, response, review, escalation, completion and reporting procedures • Onboard, manage and develop global contract managers and lawyers through training, coaching, quality support and capacity planning • Coordinate regional coverage across North America, EMEA, APAC and LATAM • Assign and coordinate lower-complexity work routed to EMEA and LATAM interns • Coordinate practical coverage across regions and time zones, including handoffs, queue visibility and service-level expectations • Identify training, capacity and process gaps and address them with regional supervisors • Maintain ownership and escalation paths 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 • 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 improve workflow adoption • Support training and communications for Hub personnel and business partners • Track request volume, response times, cycle times, SLA attainment, escalations, self-service, tool adoption, sentiment, capacity and utilization • Provide dashboards and operating updates to Commercial Legal leadership • Drive operational tracking and cross-functional partnership for the Contracts Hub roadmap • Support reductions in deal-team assignments, self-service expansion, NDA insourcing, cost savings, first-pass review and cycle-time improvements • Report initially to the Managing Corporate Counsel, North America, with a possible 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 • 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 • Preferred: PMP, Lean/Six Sigma or CLOC certification • Preferred: experience in a global SaaS or technology company operating across time zones • Strong operations background in process design, workflow management, data and metrics • Excellent written and verbal communication • Ability to translate clearly between legal, business and operational stakeholders • Data-driven approach to operational decisions, dashboards and improvement priorities • Willingness to work the queue and solve day-to-day operational problems • Ability to provide out-of-hours support and coordination • A law degree is not required

🏖️ Benefits

• Medical, Dental, and Vision Insurance • Telehealth coverage • Flexible work schedules and work from home opportunities • Development and career growth opportunities • Open Time Off • 10 paid holidays • 401(k) matching program • Adoption Assistance • Fertility treatments • Mentorship, learning programs, leadership development and education support • Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families • Flexible ways of working