Legal Services Manager

Overview

This role supports the Legal Operations organization within the Legal function, specifically within a Center of Excellence model. The position involves reviewing and vetting high-volume, repeatable legal work across multiple facets of the Legal Team and serving as an initial legal point of contact. The role is remote and based in the UK, with occasional travel for team offsites, All Hands, and other gatherings.

Responsibilities

Legal Support Requests & Commercial Contracts

• Serve as a first point of contact for GTM and Telecom Carrier Relations colleagues and provide education and process guidance on commercial contracts and other legal inquiries.
• Review, vet, and provide timely responses to a high volume of incoming legal requests, including general legal questions, agreement negotiation requests, and other legal support needs, while ensuring adherence to internal processes and policies.
• Independently review and negotiate:
  • NDAs
  • SOWs
  • assignment and assumption agreements
  • transition services agreements
  • service orders
  • and other miscellaneous legal documents using Twilio’s templates and the counterparty’s templates.

Legal Processes & Operations

• Support law firm eBilling matter creation and configuration, and resolve escalations related to law firm invoices.
• Serve as an operational expert on all processes that touch the Center of Excellence (e.g., GTM-facing and telecom carrier-facing contracting processes, and law firm billing-related processes).
• Contribute insights from novel situations to the Center of Excellence Playbook.
• Support a range of ad-hoc operational projects and high-volume tasks across multiple legal functions.

Requirements

• Bachelor’s degree.
• 5+ years of experience as a Legal Operations Analyst/Manager, Contracts Administrator/Manager, or Paralegal.
• Strong working knowledge of commercial contracts and commercial contracting principles, including experience independently drafting and negotiating NDAs, SOWs, assignment and assumption agreements, transition services agreements, and service orders.
• Experience using commercial contracting tools, including Salesforce, Conga, Microsoft Office Suite, Google Suite, Airtable, DocuSign, and Adobe Acrobat Pro.
• Experience using AI, with a working understanding of how common LLMs (e.g., ChatGPT, Gemini, Claude) function and how they can be leveraged to make day-to-day legal work more efficient.
• Outstanding communication skills (written and verbal) and strong attention to detail with a customer-first attitude.
• Process-minded approach.
• Ability to work in a fast-paced, ever-changing environment with minimal supervision.

Preferred Qualifications

• Experience supporting a sales organization at a high growth technology company.
• Experience creating and managing process documentation and policies.
• Experience handling high-volume, repeatable tasks across different legal functions (e.g., commercial, law enforcement response, litigation).
• Exposure to law firm billing, including using eBilling software (e.g., Brightflag, Onit, Legal Tracker).
• Good sense of humor, disdain for drama, interest in learning new things, and desire to get things done.

Compensation & Benefits

• Competitive pay and generous time off.
• Ample parental and wellness leave.
• Healthcare.
• Retirement savings program.
• Additional benefits may be available; offerings vary by location.
• The starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Location

• Remote, based in the UK.
• Occasional travel may be required for team offsites, All Hands, and other gatherings.
• While remote-first, in-person attendance may be requested on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings.