Global Contracts Hub Operations Manager (North America)

Overview

This North America-based role is responsible for owning and operating the Contracts Hub as the primary operational owner of its processes, policies, data, metrics, triage, and reporting, and for building a scalable, hands-on contracting operations model across North America, EMEA, APAC, and LATAM in partnership with Commercial Legal, Legal Operations, and business stakeholders.

The position is global in scope, with cross-regional coverage across North America, EMEA, APAC, and LATAM, including coordination across business hours and time zones. Out-of-hours support and coordination are required to serve global stakeholders.

Responsibilities

Contracts Hub Operations & Service Delivery

• Own the Contracts Hub as the primary operational owner, including Hub processes, policies, data, metrics, triage, reporting, and day-to-day service delivery.
• Manage the triage queue for incoming legal requests and oversee completion of assigned work, coordinating workload across Hub personnel while balancing service quality, speed, and capacity.
• Design, document, and continuously improve operating procedures for intake, assignment, first response, review, escalation, completion, and reporting.

Regional Staffing & Work Allocation

• Onboard, manage, and develop a team of global contract managers and lawyers within the Hub through hands-on training, coaching, quality support, and capacity planning.
• Coordinate regional coverage:
  • Two contract managers covering North America and EMEA hours.
  • One contract manager based in APAC who pulls from the Contract Lifecycle Management (CLM) triage queue during working hours.
  • A LATAM contract manager assigned as needed, often for language coverage.
• Assign and coordinate lower-complexity work routed to EMEA and LATAM interns in partnership with relevant legal supervisors, ensuring work is scoped, tracked, and appropriately reviewed.
• Work closely with regional legal supervisors on the legal aspects of Hub work while keeping operational ownership separate from legal judgment and escalation.
• Coordinate practical coverage across regions and time zones, including handoffs, queue visibility, and service-level expectations.
• Identify training, capacity, and process gaps and work with regional supervisors to address them.
• Maintain clear ownership for each request so Hub personnel know when to handle work directly, seek operational support, or escalate a legal question.

Intake, Triage & Contract Enablement

• Manage the CLM triage queue and maintain the 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 where no documentation is attached or needed; ensure each request is tracked, triaged, and routed to the right owner.
• Collaborate closely with the Lead Counsel, Commercial AI & Contract Enablement, who owns legal content, templates, fallback positions, playbooks, escalation criteria, and decision logic for legal AI tools. Operationalize those inputs through intake workflows, playbook adoption, CLM tooling, and AI contract-review tool integration.
• Feed escalation, exception, and playbook-deviation data back to the Lead Counsel to support improvements to playbooks, fallbacks, and decision logic.
• Partner with Legal Operations on CLM and AI tooling requirements, configuration, and adoption; Legal Operations owns the primary contracting systems, tooling, workflow administration, and administrative management of templates.
• Work with legal, sales, deal desk, finance, procurement, Technology/IT, and Legal Operations to make Hub workflows practical and adopted.
• Support training and communications so Hub personnel and business partners understand intake rules, available self-service options, and operating procedures.

Reporting, Metrics & Roadmap Delivery

• Track request volume by region, request type, and risk tier; time to assignment and first response; cycle time by tier; service-level agreement (SLA) attainment by region; escalation and playbook-deviation rates; self-service rate; tool adoption; stakeholder sentiment; and capacity and utilization to support resourcing decisions.
• Provide regular dashboards and operating updates to Commercial Legal leadership, highlighting trends, bottlenecks, service-level performance, resourcing needs, and opportunities for process improvement.
• Drive operational tracking and cross-functional partnership for the Contracts Hub roadmap, with accountability for progress, adoption, and reporting (rather than unilateral ownership of every outcome).
• Ongoing responsibilities include establishing and maintaining baseline reporting; supporting training and readiness; driving reductions in assignments to deal teams and commercial resource touches; expanding self-service; supporting NDA insourcing and related cost savings; improving first-pass review and cycle times; and coordinating related stakeholder materials and communications.

Boundary Clarification

• Owns Hub operations and execution. Although the role may supervise personnel, including lawyers, it is not a legal authority and is not in the legal escalation path.
• Hub personnel escalate legal questions to regional lawyers, who may not be the regional lead.
• The Lead Counsel, Commercial AI & Contract Enablement owns legal content, templates, fallback positions, playbooks, escalation criteria, and decision logic for legal AI tools; this role operationalizes those inputs in Hub workflows and feeds back data on escalations and deviations.
• Legal Operations owns primary contracting systems, tooling, workflow administration, and administrative management of templates; this role partners on CLM and AI tooling requirements, configuration, and adoption.

Qualifications

• 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, with 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 and familiarity with commercial contract concepts, including NDAs, MSAs, order forms, redlining, playbooks, and fallback positions.
• A law degree is not required.

Preferred Qualifications

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

Key Attributes

• Strong operations background with demonstrated ability in process design, workflow management, data, and metrics (not purely legal focus).
• Excellent written and verbal communication, with the ability to translate between legal, business, and operational stakeholders.
• Data-driven approach with comfort turning operational information into practical decisions, dashboards, and improvement priorities.
• Takes initiative, builds trust across regions and functions, and follows through on commitments in a changing environment.
• Hands-on and pragmatic—willing to work the queue, solve day-to-day problems, and improve the system while keeping the broader operating model in view.

Compensation & Benefits

Compensation

• Market-competitive base compensation range: $166,900.00 - $293,500.00
• The role may also be eligible for commission or performance-based bonus opportunities.

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

Location & Reporting

• Based in North America with cross-regional responsibility across North America, EMEA, APAC, and LATAM.
• Out-of-hours support and coordination are required.
• Initially reports to the Managing Corporate Counsel, North America; in due course, may report to the General Counsel – Commercial (globally based).

Equal Opportunity

The employer is an equal opportunity employer committed to fairness in the workplace and evaluates qualified applicants without regard to protected characteristics.